Senior Executive - Value Servicing, CEO & CSH Desk

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 resolving customer complaints/escalations through Internal Escalation Desk.

Role Accountability 

1. Resolve complaints / escalations received through different channels - Nodal ,Principal Nodal & Customer service head ID through calls and emails
2. Achieve daily productivity metrics & Quality targets, daily hygiene metrics achievement such as Nil Unscheduled leave, TTS completion
3. Ensure adherence to SOPs while resolving customer escalations and coordinate with cross functions for necessary resolution
4. Use judgement to raise exception servicing request on a case by case basis for better customer experience
5. Ensure final resolution of customer escalations by coordinating with various departments as necessary and informing the customer of the final verdict in timely manner 
6. Drive customer retention by providing best in class customer experience
7. Proactively highlight issues and process improvement to reduce escalations
8. Ensure process documentation and compliance adherence

Measures of Success 

1. Cases processed per day
2. Service Quality Score
3. First Contact/BO Resolution rate
4. Zero Avoidable Escalation
5. Performance Retention Score
6. FKAT training quiz score 
7. Execution/Resolution TAT
8. Voice of Customer
9. Customer Retention Rate
10. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge and experience of complaints handling 
2. Expertise in MS Office suite

Competencies critical to the role

1. Verbal and written communication
2. Problem Solving
3. Stakeholder Management
4. Customer Orientation

Qualification 

Graduate in any discipline

Preferred Industry

Customer Services - Credit Card Industry