Senior Executive - Value Servicing, CEO & CSH Desk

About the company

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

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

Preferred Industry