At SBI Card, the motto Make Life Straightforward 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.
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 processing customer refunds, account upgrades , Cross-sell cancellation and foreclosures,
accounts zeroization on account of proven service deficiency cases and supporting Marketing driven digital processes for curing of process reject and system stuck customer request.
Role Accountability
1. Resolve requests/complaints/escalations as per defined SOP
2. Ensure daily productivity metrics achievement with customer centric approach
3. Ensure accuracy maintained as per defined metrics
4. Analyze and reduce repeat complaints with the objective of achieving zero avoidable customer escalations and repeats
5. Provide best possible solution to end pending customer Issues and ensure wing to wing closure
6. Ensure completion of cases within define timelines and within quality standards
7. Be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
8. Highlight issues and process improvement to reduce complaints and escalations t