CUSTOMER EXPERIENCE EXECUTIVE

Job Title

Customer Experience Executive

Business Unit

Retail Branch Banking

Reporting To

PB Authorizer/PB-Teller Authorizer

Job Function and Role Type

Servicing, Individual Contributor

Version No

2.0

Job Purpose

Provide best-in-class banking services and prompt resolution of customer queries within prescribed TATs. Migrate customer requests to direct banking channels and assist the branch in meeting sales targets.

Key Responsibilities

Operations

Ensure Operations responsibilities are completed.

Customer Services

Handle branch queries like balance inquiries and cheque deposits.

Migrate customers to digital banking channels and provide demonstrations.

Resolve customer complaints efficiently and prevent escalations.

Promote direct banking channels and ensure queue management.

Contact customers for credit card activation and upgrades.

Sales

Custodian of branch deliverables like Welcome Kits and ATM cards.

Contact customers for deliverable collection and maintain delivery records.

Perform EOD stock tally and ensure proper destruction of expired deliverables.

Process customer instructions like stop payments and account closures.

Maintain courier registers and monitor branch stationery requirements.

Achieve sales targets assigned by the branch manager.

Generate and route eligible asset leads through DAP.

Call customers to improve balances and cross-sell products.

Book FD/RD online and provide product demonstrations.

Focus on improving customer banding and escalate non-cooperative cases.

Education:

Graduation/Post-Graduation.

Certifications:

NISM-VA, IRDA, POSP.

Key Competencies

Banking product knowledge, sales and influencing skills, communication, planning and organizing, knowledge of competition.

Major Stakeholders

Customers, Branch Banking Team, Operations, Insurance CAM, MF Fund Houses, HSL Personnel.

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

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