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6 SBI Cards & Payment Services Senior Executive Jobs

Senior Executive - Value Servicing, Nodal Desk

1-5 years

Gurgaon / Gurugram

1 vacancy

Senior Executive - Value Servicing, Nodal Desk

SBI Cards & Payment Services

posted 2d ago

Job Description

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

Role Purpose

Responsible for resolving customer complaints/escalations through Internal Escalation Desk.

Role Accountability

  1. Resolve complaints / escalations received through different channels - Nodal ,Principal Nodal Customer service head ID through calls and emails
  2. Achieve daily productivity metrics Quality targets, daily hygiene metrics achievement such as Nil Unscheduled leave, TTS completion
  3. Ensure adherence to SOPs while resolving customer escalations and coordinate with cross functions for necessary resolution
  4. Use judgement to raise exception servicing request on a case by case basis for better customer experience
  5. Ensure final resolution of customer escalations by coordinating with various departments as necessary and informing the customer of the final verdict in timely manner
  6. Drive customer retention by providing best in class customer experience
  7. Proactively highlight issues and process improvement to reduce escalations
  8. Ensure process documentation and compliance adherence

Measures of Success

  1. Cases processed per day
  2. Service Quality Score
  3. First Contact/BO Resolution rate
  4. Zero Avoidable Escalation
  5. Performance Retention Score
  6. FKAT training quiz score
  7. Execution/Resolution TAT
  8. Voice of Customer
  9. Customer Retention Rate
  10. Process Adherence as per MOU

Technical Skills / Experience / Certifications

  1. Knowledge and experience of complaints handling
  2. Expertise in MS Office suite

Competencies critical to the role

  1. Verbal and written communication
  2. Problem Solving
  3. Stakeholder Management
  4. Customer Orientation

Qualification

Graduate in any discipline

Preferred Industry

Customer Services - Credit Card Industry


Employment Type: Full Time, Permanent

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SBI Cards & Payment Services Interview Questions & Tips

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What Senior Executive at SBI Cards & Payment Services are saying

4.0
 Rating based on 158 Senior Executive reviews

Likes

there's nothing to like

Dislikes

overall culture and extreme favouritism, low salary benchmarks and no skills growth opportunities.

  • Salary - Bad
  • +5 more
Read 158 Senior Executive reviews

Senior Executive salary at SBI Cards & Payment Services

reported by 941 employees with 2-11 years exp.
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₹1.9 L/yr - ₹7.1 L/yr
13% less than the average Senior Executive Salary in India
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What SBI Cards & Payment Services employees are saying about work life

based on 4.1k employees
54%
54%
47%
98%
Strict timing
Monday to Saturday
Within city
Day Shift
View more insights

SBI Cards & Payment Services Benefits

Job Training
Health Insurance
Soft Skill Training
Team Outings
Cafeteria
Work From Home +6 more
View more benefits

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