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Senior Executive - RTO Calling Agent

Senior Executive - RTO Calling Agent

SBI Card

2 - 7 years

2 - 3 Lacs

gurugram

Posted:Just now| Platform:

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Skills Required

product quality outbound sales senior executive process improvement wellness credit cards medical insurance customer experience rto

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 executing RTO-referred cases in alignment with defined processes and ensuring timely redispatch of eligible cases each day. Additionally, accountable for outbound communication and resolution of assigned Pre-RTO and Post-RTO cases to drive improved conversion rates through effective follow-up and curing strategies.

Role Accountability

Timely execution of RTO cases redispatch of eligible apps on a daily basis to ensure delivery target is met.
Demonstrate highest standards in call quality product knowledge to deliver on superlative customer experience ensure to provide inputs on process gaps.
Achieve critical business metrics - productivity, accuracy and TAT while processing Calling RTO Cases Higher conversions in RTO Curing cases
Ensure daily productivity targets are met including redispatch
Accuracy targets to be met.
Suggest process improvement ideas
Maintain Process TAT as per business
Ensure Timely review resolution of Sales Queries

Measures of Success

Productivity Accuracy targets to be met as defined by business - AHT, CQ, Retention
Conversion rate target to be met
Timely dispatch are one on a daily basis
Timely responses to Sales Queries/Mails / Highly escalated cases.

Technical Skills / Experience / Certifications

Timely RTO execution
Call excellence standards
Meet business metrics
Improve RTO conversions
Daily target fulfillment
Ensure accuracy compliance
Suggest process improvements
Maintain process TAT
Resolve sales queries

Competencies critical to the role

Strong Detail orientation
Positive Attitude
Working in team environment
Effective written and verbal communication

Qualification

Graduate

Preferred Industry

FSI

Job for Automation

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