Job DescriptionAbout the companySBI 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 YOU1. 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 employees2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees3. Agile, Inclusive and Diverse team culture4. Gender Neutral Policy5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits6.



Commitment to the overall development of an employee through comprehensive learning & development frameworkRole PurposeResponsible for resolving customer complaints/escalations through Internal Escalation Desk.Role Accountability1. Resolve complaints / escalations received through different channels - Nodal ,Principal Nodal & Customer service head ID through calls and emails2. Achieve daily productivity metrics & Quality targets, daily hygiene metrics achievement such as Nil Unscheduled leave, TTS completion3. Ensure adherence to SOPs while resolving customer escalations and coordinate with cross functions for necessary resolution4. Use judgement to raise exception servicing request on a case by case basis for better customer experience5. Ensure final resolution of customer escalations by coordinating with various departments as necessary and informing the customer of the final verdict in timely manner6. Drive customer retention by providing best in class customer experience7. Proactively highlight issues and process improvement to reduce escalations8. Ensure process documentation and compliance adherenceMeasures of Success1. Cases processed per day2. Service Quality Score3. First Contact/BO Resolution rate4. Zero Avoidable Escalation5. Performance Retention Score6. FKAT training quiz score7. Execution/Resolution TAT8. Voice of Customer9. Customer Retention Rate10. Process Adherence as per MOUTechnical Skills / Experience / Certifications1. Knowledge and experience of complaints handling2. Expertise in MS Office suiteCompetencies critical to the role1. Verbal and written communication2. Problem Solving3. Stakeholder Management4. Customer OrientationQualificationGraduate in any disciplinePreferred IndustryCustomer Services - Credit Card Industry

📌 Senior Executive - Value Servicing, Ceo & Csh Desk (Haryana)
🏢 Sbi cards
📍 Haryana