Executive - Remittance (Cheque Payment Processing & Complaints Analyst)

Job Description Job Description 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 - 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 benefits - Commitment to the overall development of an employee through comprehensive learning & development framework Role Purpose Responsible for ensuring cheque processing & complaints are managed both efficiently and effectively which involves complete processing and reconciliation of Cash Management process. Role Accountability - Process daily Payment files with accuracy and reconciliation and daily Liquidation/Time to bounce MIS received from SBICMP - Ensure timely and accurate curing all Suspense (Cheque & Online) transactions and cheque payment related open items - Daily closure of all financial open items pertaining to Remittances upload - To maintain Time to Credit (upload) should be 100% at all time - Ensure timely revert and resolution for cheques, cash and drop box related queries - Ensure timely processing of Inward remittance transactions - Invalid, Bounce, PDC & Auto represent - Prepare allocation sheets and assign cases of CardOne cases and support central cases and Transaction files for all logged cases and complaints received - Perform daily calling on CardOne cases for extracting details like incomplete details and MIS updation - Drive resolution of customer complaints within the defined TAT to ensure timely closure of escalated cases - Co-ordinate with cross functions to get necessary resolution, follow-ups and closure of complaints and also update all stakeholders with relevant CS updates - Ensure timely and accurate processing, banking and reporting of suspense cheques along with data capturing - Provide update to customers in form of letter for Invalid / Bounce and uncured Suspense transactions - Perform process documentation and compliance adherence Measures of Success - Process Accuracy % - No. of complaints related to payment not received (Open Recon Items) - No. of process enhancement initiatives recommended - Adherence to operational SLAs (Letter dispatched, Suspense closure etc.) - No. of adverse observations in internal/external audit - Timely and accurate reporting of MIS / business dashboards - Process Adherence as per MOU Technical Skills / Experience / Certifications - Understanding of core systems like V+/CardOne - Knowledge of payment processes and associated payment platforms (UPI, IMPS, VMT, etc.) Competencies critical to the role - Stakeholder Management - Analytical Ability - Detail orientation - Process Orientation Qualification Graduate in any Discipline Preferred Industry FSI