Senior Executive - AMU

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

1. 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
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. 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 

1. Resolve requests/complaints/escalations as per defined SOP
2. Ensure daily productivity metrics achievement with customer centric approach
3. Ensure accuracy maintained as per defined metrics
4. Analyze and reduce repeat complaints with the objective of achieving zero avoidable customer escalations and repeats
5. Provide best possible solution to end pending customer Issues and ensure wing to wing closure
6. Ensure completion of cases within define timelines and within quality standards
7. Be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
8. Highlight issues and process improvement to reduce complaints and escalations to enhance customer experience
9. Handle escalations and identifying root causes for escalations
10. Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory etc. )
11. Act as a checker and backup for critical financial processes within the team
12. Undertake special assignments as may be given by the reporting manager from time to time
13. Perform process documentation and compliance adherence

Measures of Success 

1. Achievement of KPIs and SLAs (  Time to service /Accuracy and productivity) as per the plan
2. Reduction in repeat complaints/emails
3. Accurate Resolution of Customer Complaints & Escalations with no Avoidable Errors
4. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Understanding of card industry and mainframe system
2. Vision plus expertise to analyze customer account, billing , payments, delinquencies, charged off, activation , amort of S2S, charges etc.

Competencies critical to the role

1. Analytical ability
2. Problem solving
3. Verbal and written communication

Qualification 

Graduate in any discipline

Preferred Industry

FSI