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 resolving customer complaints/escalations through Internal Escalation Desk.

Role Accountability

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

Measures of Success

Cases processed per day
Service Quality Score
First Contact/BO Resolution rate
Zero Avoidable Escalation
Performance Retention Score
FKAT training quiz score
Execution/Resolution TAT
Voice of Customer
Customer Retention Rate
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Knowledge and experience of complaints handling
Expertise in MS Office suite

Competencies critical to the role

Verbal and written communication
Problem Solving
Stakeholder Management
Customer Orientation

Qualification

Graduate in any discipline

Preferred Industry

Customer Services - Credit Card Industry

Senior Executive - Value Servicing, CEO & CSH Desk

Senior Executive - Value Servicing, Nodal Desk