At SBI Card, the motto Make Life Easy inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an workplace where people can thrive and create a better future for everyone.
What s in it for YOU
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
Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
Dynamic, Inclusive and Diverse team culture
Gender Neutral Policy
Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD advantages
Commitment to the overall development of an employee through comprehensive learning development framework
Role Purpose
Responsible for handling of Inbound calls / outbound from Credit Card holders to resolve customer services requests, complaints queries as per agreed SLAs.
Role Accountability
Provide servicing to customers ensuring optimum service levels to enhance customer experience
Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures
Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
Ensure maintenance of TAT of resolution across sub-processes
Ensure process documentation and compliance adherence
Measures of Success
FRT(First Response Time) Rate
Real time resolution rate
Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
Process Improvement through RPA
Schedule adherence
AHT Productivity
Process Adherence as per MOU