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 KPIs/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 errors or knowledge sharing with CS/CSAs 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
