Job Requirements
About the Role
The
Customer Service Executive – HR Onboarding will be part of the HR Onboarding Call Center, responsible for ensuring early and continuous engagement with candidates throughout their pre-joining journey. This role involves guiding candidates through onboarding formalities, resolving queries, and collaborating with the Talent Acquisition team to improve turnaround times and enhance the overall candidate experience.
Key Responsibilities
Primary Responsibilities
- Drive engaging and meaningful conversations with candidates who are yet to join the bank.
- Guide candidates over phone calls to complete onboarding formalities within stipulated timelines.
- Maintain high levels of service and candidate experience across all onboarding interactions.
- Conduct first-level quality checks of pre-joining documentation and prepare cases for background verification (BGV) initiation.
- Make welcome calls and follow-up calls to ensure completion of pre-joining tasks.
- Follow up on missing documents and insufficiency closures.
- Confirm date of joining with candidates and update records accordingly.
- Record and report daily call logs through MIS.
- Track and escalate repeated no-shows or non-responsive cases to the Talent Acquisition team.
- Coordinate with background verification vendors to ensure timely closure of pending cases.
Secondary Responsibilities
- Present onboarding-related insights and findings to internal stakeholders.
- Foster a collaborative and customer-centric culture within the onboarding team.
- Provide guidance and mentorship to junior team members.
- Contribute to the development and refinement of onboarding processes and strategy.
What We Are Looking For
Education
- Graduation: Any discipline.
- Post-graduation: Any stream (preferred).
Experience
- 2 to 5 years of relevant experiencein customer service, onboarding, or HR operations.
Skills and Attributes
- Excellent verbal communication and interpersonal skills.
- Strong attention to detail and process orientation.
- Ability to manage multiple onboarding cases simultaneously.
- Familiarity with HR systems and documentation processes.
- Proficiency in maintaining MIS and reporting.
- Customer-first mindset with a proactive approach to issue resolution.
Key Success Metrics
- Timely completion of onboarding formalities
- Candidate satisfaction and experience scores
- Reduction in no-shows and document insufficiencies
- SLA and TAT adherence
- Quality and accuracy of documentation
