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SBI Card
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Senior Executive - AMU

Senior Executive - AMU

SBI Card

5 - 10 years

7 - 12 Lacs

Gurugram

Posted:3 weeks ago| Platform:

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Skills Required

Process documentation MIS Process improvement Analytical Finance Billing Wellness Medical insurance Customer complaints Vision Plus

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 processing customer refunds, account upgrades , Cross-sell cancellation and foreclosures, accounts zeroization on account of proven service deficiency cases and supporting Marketing driven digital processes for curing of process reject and system stuck customer request.

Role Accountability

Resolve requests/complaints/escalations as per defined SOP
Ensure daily productivity metrics achievement with customer centric approach
Ensure accuracy maintained as per defined metrics
Analyze and reduce repeat complaints with the objective of achieving zero avoidable customer escalations and repeats
Provide best possible solution to end pending customer Issues and ensure wing to wing closure
Ensure completion of cases within define timelines and within quality standards
Be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
Highlight issues and process improvement to reduce complaints and escalations to enhance customer experience
Handle escalations and identifying root causes for escalations
Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory etc. )
Act as a checker and backup for critical financial processes within the team
Undertake special assignments as may be given by the reporting manager from time to time
Perform process documentation and compliance adherence

Measures of Success

Achievement of KPIs and SLAs ( Time to service /Accuracy and productivity) as per the plan
Reduction in repeat complaints/emails
Accurate Resolution of Customer Complaints & Escalations with no Avoidable Errors
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Understanding of card industry and mainframe system
Vision plus expertise to analyze customer account, billing , payments, delinquencies, charged off, activation , amort of S2S, charges etc.

Competencies critical to the role

Analytical ability
Problem solving
Verbal and written communication

Qualification

Graduate in any discipline

Preferred Industry

FSI

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