Virtual Sales - Officer CLCM - Kolkata

Group Company: HDFC Bank Limited

Designation: Virtual Sales - Officer CLCM (124_1394_100096)

Office Location: Gillanders House Kolkata (Branch)

Position description:

The resource is responsible for ensuring the daily / weekly/ monthly call connects agreement.

Dialer Hygiene & Calling Quality.

All calls to be made from the Banks approved telephony.

Resource to maintain the call hygiene on log in time. Log out time, call handling time, call disposition.

Ensure adherence to all call quality parameters.

Ensure the guidelines on the dedicated base is adhered.

Ensure following the recommended script.

Adherence to Compliance.

All guidelines on the CLCM dedicated base is adhered to.

Productivity Management.

Resource is ensuring the monthly productivity numbers are achieved.

Staff to mange the balance in the multiple base.

Customer Query and Complaint Management

All customer queries are answered on the call to customer satisfaction.

Any customer queries raised on the CLCM call are resolved to customer resolution.

Primary Responsibilities:

• The objective of the role is to increase retail spends and customer engagement on Credit Card portfolio.
• The role demands high quality of communication skills, performance & business understanding by the incumbent.
• The calling is to DNC/ NDNC customer hence will require a controlled & well monitored environment.
• The incumbent should be able to understand customer profile and have a matured response representing the Bank.
• The incumbent will be engaged with customers with new credit card, educating on the benefits of using the credit card. Educating on the My Card and activating the customer on usage & spends.
• The incumbent will also be interacting with customer with greater than seven months inactive, to establish a connect, understand customers reasons on non usage, educate customer on benefits and
• increase in the percentage of active credit card users.
• The incumbent will also be responsible for on boarding the assisted SI on Smart Pay / Bill Pay. Additionally, the resource is responsible to connect &
• educate the customer on SI transaction is declined at Biller System / Bill Fetch, from BBPS / Smart Pay CC & DC Bill & educate Customer on Card Control flag.

Required work experience

• Industry: . Exposure to direct sales role with expertise in Telesales and banking.
• Years of experience: 1 to 2

Required Knowledge:

Exposure and understanding of processes, applications, and systems.

Required Skills:

Interpersonal Skills,

Sales and influencing team.

Banking Product & Process Knowledge.

Product and Regulatory Knowledge

Planning and Organizing Skills

Knowledge of Competition & Current trends in financial Industry.

Good people management skills

Good written and verbal communication

Required abilities

• Other:
  Able to work with junior and senior management alike

  Major Stakeholders(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)