Senior Executive - Customer Services, Corro

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto Make Life Simple inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What s in it for YOU

1. 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
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Position Responsibilities

Resolve complaints / queries / requests received through emails & letters. Ensure daily productivity metrics for resolution of customer complaint are achieved. To be sensitive towards queries/complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions. Cases require analyzing, explaining and answering internal and external customer questions, requests and resolving their product, billing and service query/concerns efficiently and professionally. To proactively highlight issues and process improvement to reduce escalations. Ensure customer satisfaction by timely response to all queries/complaints as per the specified guidelines. Ensure Quality standards for response are maintained. Make Outbound callbacks to customers to seek query related information or to provide resolution. Compliant with business policy, processes and procedures. Responsible for achieving the Correspondence targets on a daily basis like Productivity, Cross sell, retention, First call resolution along-with ensuring high quality of service with zero unscheduled leaves/ absenteeism. To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions. Work proactively on probable escalation/Early Warning Signal triggers as per defined process.

Measures of Success

(Define the Outcomes expected of the role) Adherence to business defined metrics - Productivity, Quality, TTS, etc.. Timely completion of all mandatory trainings. Ensuring accuracy of resolution offered to customer queries/complaints.

Skills Sets Required

Excellent professional phone and communication skills - interpersonal, verbal, and written with the goal of influencing outcomes. Must be able to build positive, productive relationships with customers and team members. Strong organization, time management, and multi-tasking skills.

Must have Qualification Graduate / Post Graduate from a reputed institute with 2-5 years of experience in credit card industry Proficient in use of Microsoft Office including Outlook, Excel, and Word.