Job Description
Join us to shape the future of digital payment in India and unlock your full potential.
What’s in it for YOU
SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
Dynamic, Inclusive and Diverse team culture
Gender Neutral Policy
Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
Commitment to the overall development of an employee through comprehensive learning & development framework
Role Purpose
Responsible for processing customer refunds, account upgrades , Cross-sell cancellation and foreclosures, accounts zeroization on account of proven service deficiency cases and supporting Marketing driven digital processes for curing of process reject and system stuck customer request.
Role Accountability
Resolve requests/complaints/escalations as per defined SOP
Ensure daily productivity metrics achievement with customer centric approach
Ensure accuracy maintained as per defined metrics
Analyze and reduce repeat complaints with the objective of achieving zero avoidable customer escalations and repeats
Provide best possible solution to end pending customer Issues and ensure wing to wing closure
Ensure completion of cases within define timelines and within quality standards
Be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
Highlight issues and process improvement to reduce complaints and escalations to enhance customer experience
Handle escalations and identifying root causes for escalations
Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory etc. )
Act as a checker and backup for critical financial processes within the team
Undertake special assignments as may be given by the reporting manager from time to time
Perform process documentation and compliance adherence
Measures of Success
Achievement of KPIs and SLAs ( Time to service /Accuracy and productivity) as per the plan
Reduction in repeat complaints/emails
Accurate Resolution of Customer Complaints & Escalations with no Avoidable Errors
Process Adherence as per MOU
Technical Skills / Experience / Certifications
Understanding of card industry and mainframe system
Vision plus expertise to analyze customer account, billing , payments, delinquencies, charged off, activation , amort of S2S, charges etc.
Competencies critical to the role
Analytical ability
Problem solving
Verbal and written communication
Qualification: Graduate in any discipline
Preferred Industry: FSI
