Job Description

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

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 managing payment interactions efficiently and effectively which involves timely allocation of interactions, regular coordination with cross functional stakeholders and payment agencies to resolve customer issues timely, & reporting of process KPI's/dashboards.

Role Accountability

Prepare complaints/request SR allocation and assign the cases to respective agents.
Daily allocation & performance reports sharing with management.
Reporting the pre-alert/TAT burst cases to cross functional teams for faster resolution & timely closure.
Drive resolution of customer complaints within the defined TAT to ensure timely closure of the cases.
Perform tele-calling on CardOne cases for extracting details like incomplete details and MIS updation in case required.
Co-ordinate with cross functional teams to get necessary resolution, follow-ups and closure of complaints and also update all stakeholders with relevant CS updates.
Co-ordination with payment agencies, bank & aggregators on disputed transactions to resolve the customer issue timely.
Analyse repeat complaints to identify the issue & requirements to resolve it positively.
Regular interlocks to discuss on CSA error's or knowledge sharing with CS/CSA's to take a valid complaint.
Processing of adhoc TRAN file for wrong transactions rectification & credit postings.
Closure revert monitoring & improvement
Perform process documentation and compliance adherence

Measures of Success

Process Accuracy %.
100% timely allocation & resolution on complaints/requests.
Within TAT closure of the complaints/requests.
No. of complaints related to payment not received (Open Recon Items).
No. of process enhancement initiatives recommended.
No. of adverse observations in internal/external audit.
Timely and accurate reporting of MIS / business dashboards.

Technical Skills / Experience / Certifications

Understanding of core systems like V+, & CardOne.
Knowledge of payment processes and associated payment platforms (BBPS, UPI, IMPS, VMT, OTC, Cheque payments etc.)

Competencies critical to the role

Analytical skills
Organizational product knowledge & process Orientation
Customer centricity with compassion
Stakeholder Management
Listening, Verbal and Written Communication skills (Hindi & English)

Qualification

Post Graduate/Graduate in any Discipline

Preferred Industry

BFSI

Executive - Remittances