Seva sarathi

General Branch / Customer Service Help Desk (Grahak Mitra / Floor Coordinator)

If you are posted at a physical branch help desk, your primary role is to be the first point of contact for walking customers.

• Customer Guidance: Assisting visitors at the "May I Help You" counter, directing them to the correct window or officer, and helping them fill out challans, deposit slips, or KYC forms.

• Digital Banking Support: Onboarding and troubleshooting issues for customers using SBI's digital services (like the YONO app, net banking, and UPI).

• Issue Resolution: Registering and addressing routine complaints regarding ATM card blocks, passbook printing, failed transactions, or account balances.

• Service Cross-Selling: Informing customers about the bank's fixed deposits, loans, savings products, and basic insurance packages.

2. Calling Support Help Desk (Customer Support Executive / Telecaller)

If you work in a backend inbound/outbound call center environment (often managed via call center vendors):

• Query Handling: Resolving customer issues via phone, email, or live chat regarding credit cards, loans, and account inquiries.

• Ticketing & Documentation: Correctly logging and categorizing every customer grievance or service request into the internal CRM/help desk software.

• Escalation Management: Passing complex financial issues, fraud complaints, or technical bugs to high-level backend departments using established protocols.

3. IT Help Desk Analyst (Technical Support)

For those hired into the internal technology support wings of SBI:

• Internal User Support: Serving as the first point of contact for SBI employees and field officers facing technical issues.

• ITSM Ticketing: Logging system/software issues into ITSM tools and performing preliminary hardware, software, or network troubleshooting.

• Ticket Allocation: Assigning advanced network or application bugs to Subject Matter Experts (SMEs) and tracking them until the issue is completely resolved

DESIGNATION- SEVA SARATHI/ FLOOR COORDINATOR/ GRAHAK MITRA.

CANDIDATE REQUIRED FOR SBI