Senior Executive - Customer Services, SME

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 serving customers across multiple channels as a single point of contact ( Email/ Voice/ Chat etc) as an OMNI-channel specialist, part of Super Premium team in customer services specializing in managing relationship of HNI / Premium/ VVIP customers. 

Role Accountability 

1. Provide servicing to customers across channels (Email/ Voice/ Chat etc.), ensuring optimum service levels to enhance customer experience
2. Ensure minimal repeated errors on Escalations and EWS(Early Warning System) cases by working closely with Quality and training team
3. Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process 
4. Ensure maintenance of TAT of resolution across sub-processes
5. Perform process documentation and compliance adherence

Measures of Success 

1. FRT(First Response Time) Rate
2. Real time Resolution rate                                                                                                       
3. CSAT
4. Productivity and accuracy
5. Adherence to Process TATs
6. Zero Avoidable Escalation                 
7. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Experience of handling VIP/ Premium customers in service delivery

Competencies critical to the role

1. Stakeholder Management
2. Problem Solving
3. Detail Orientation
4. Analytical ability

Qualification 

Graduate in any discipline

Preferred Industry

FSI