Service Relationship Manager

About Acquiring and Cards:The Acquiring and Cards department focuses on the Cards and merchant acquiring business of the bank. The Bank offers a wide range of cards designed for the customers specific needs along with offering PoS services under the Acquiring business vertical within the cards team. The department is also responsible for driving growth in the UPI payments space

About the Role:The Service Relationship Manager (SRM) is responsible for resolution and closure of Customer Queries within TAT, Fee Recovery, Asset Recovery, Activation of Existing merchants of mapped base. The SRM is also responsible for retention of the customers by providing the best services and ensuring customer satisfaction. The SRM is expected to exercise due diligence in customer care to ensure good customer contact experience with Axis Bank.Key

Responsibilities

• Responsible for servicing and maintaining strong relationships with the merchants.
• Responsible for resolving customers queries within TAT and eliminating financial risk.
• Manage the mapped base of Merchant Acquiring Business
• Ensure high levels of customer satisfaction through excellent sales service.
• Convert Low Transacting and Non-Transacting merchants and scale the volumes as per the Bank’s mandate
• Responsible for deepening volumes within the mapped base
• Responsible for conversion of NEFT and Pay-order merchants to ETB via Account opening
• Achieve the targets assigned in terms of cross-selling and upgrading customer relationships

Qualifications:Optimal qualification for success on the job is:

• Any graduation / Post graduation degree
• 5-10 years of experience

Role Proficiencies:For successful execution of the job, the candidate should possess the following:

• Knowledge of industry, technology, marketing, and product trends, Acquiring Industry and latest technologies
• Good understanding of Credit Cards, Unsecured and Secured Asset product and understanding on Liabilities side of banking
• Knowledge of regulatory guidelines and norms
• Good communication (both verbal and written) skill in both English and the local language
• Ability to manage complex client situations
• Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment
• Ability to handle pressure and meet deadlines
• Ability to coach and mentor others

#ComeAsYouAre 'We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply'