Executive - CCRP Support

SBI Card

9 - 12 years

2 - 3 Lacs

gurugram

Posted:21 hours ago| Platform:

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Skills Required

documentation auditing vulnerability management business development process operations executive support sales credit card sales ms office tools policy compliance compliance coaching external audit call monitoring closure communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Co-ordinate with the team for data inflow for sample selection on a weekly basis
Sample the cases basis the process requirement % with the team to ensure every team employee data gets monitored and validated
Validate sample cases of Customer complaints that are closed based on Call Listening Samples need to be taken from- No defect cases/ Proven complaints
Validate the cases from the WCP portal based on the customer complaint raised /Issues Like- Annual Fee-related Issues, Wrong Card type issues and Wrong credit limit promise to ensure every team employee data gets monitored and validated under process monitoring
Validate the calls listening activity from the Aspect portal by sampling the cases basis the below-mentioned description:-
BFD positive Case- Where customer concern get resolved
BFD Negative Cases- Where the customer issue is not ok with the card features & we are not able to retain the customer
Not contactable cases- Where customers are not contactable to have process control
Publish to stakeholders on a weekly basis with complete feedback & Errors identified
Ensure compliance with the functional process to ensure Audit readiness for Internal and external audits
Co-ordinate with the team for data inflow for sample selection on weekly basis
Validate the Sample cases of RTA process on retained cases to have better control on process and validate not retained cases and suggest any changes if required to increase the retention %
Perform process documentation and compliance adherence

Measures of Success

Completion of Audit & Monitoring Plan for CCRP Process & CCRP Escalation Management
Completion of Audit & Monitoring Plan for RTA Process
Completion of Feedback & Coaching for agents for identified errors
Repeat Complaint Reduction
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Excellent understanding of Credit Card Sales & Operations process/audit and compliance policies
Clear understanding of the Process from the Audit standpoint
Expertise in MS Office tools
Excellent process knowledge on Case closures/ Call monitoring, Coaching & Training Ability, Audit Skills
Experience in Call Listening activities will be preferred

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