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Job Title

Service RM - Phonebanking

Business Unit

Direct Banking Channel

Reporting To

Head SRM

Job Function and Role Type

Service / Sales, Individual Contributor

Version No

2.0

Job Purpose

Ensure delivery of consistent service aligned with standards to enhance customer experience. Achieve productivity, quality, and compliance targets while resolving customer requests accurately and promptly.

Key Responsibilities

Customer Interaction & Query/Complaints Management

Handle calls as per defined standards.

Resolve calls with 100% accuracy.

Log and resolve complaints accurately.

Hotlist and reissue cards promptly.

Call Quality

Achieve defined quality benchmarks.

Ensure 90% First Call Resolution.

Meet KAT and E-process scores.

Audit & Process Compliance

Adhere to process and audit requirements.

Log customer requests error-free.

Update interactions in CRM timely.

Schedule Adherence & Service Productivity Standards

Meet defined service productivity standards.

Adhere to schedule and login times.

MIS - Reporting

Ensure timely and accurate MIS reporting.

Education:

Minimum Graduation.

Certifications:

None specified.

Key Competencies

Banking product knowledge, communication, sales skills, influencing skills, awareness of banking regulations.

Major Stakeholders

Customers, Service RMs, Training Manager, Quality Manager, Head SRM, State Head.

About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch