Urgent Associate

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

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:

1. Working on allocated KYC cases by Production delivery with accuracy
2. Timely Decisioning of KYC Renewals/Address Change and manage the Ageing Inventory
3. Diligent decisioning to ensure corrective actioning ensuring no customer Impact
4. Driving Process Initiatives and Improvement Ideas within process

Role Accountability

1. Review and decision the allocated cases for KYC processes (emails/physical documents/internal deduplication /CKYC downloads) as per the pre-defined policy/ guidelines & SOP's
2. Ensure adherence to the regulations/policy defined for KYC documents ( Officially valid documents -OVD's)
3. Resolve customer queries on KYC for incoming emails /Invalid or negative document cases
4. Review address changes into major /minor as per policy process defined
5. Ensure accurate updation of the decisioning files/system for the final decisions on the cases
6. Ensure that the benchmark productivity /accuracy & TAT target is met & also support team targets for the same
7. Ensure prioritization and closure of urgent customer/internal stakeholders emails
8. Review the process andproactively identify the gaps &highlight the same for changes - including communication templates/customer concerns/RCA's
9. Maintain/track process specific responsibilities assigned for any new changes in policies/systems/processes
10. Ensure near zero complaints from customers by ensuring accurate decisioning
11. Cater to exceptional requests, escalation, queries and activities as required by the business
12. Handle customer queries and provide appropriate resolution within TAT
13. Ensure regular COE audits, discuss findings & implement corrective measures
14. Perform process documentation and compliance adherence

Measures of Success

1. Accuracy %
2. Process TAT (Data management TAT etc.)
3. No. of process automation/improvement opportunity identified
4. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Excellent working knowledge on Excel/PowerPoint
2. Understanding of KYC regulatory compliance framework

Competencies critical to the role

1. Process Orientation
2. Detail Orientation
3. Analytical Ability
4. Verbal and written communication

Qualification

Graduate in any discipline

Preferred Industry

FSI

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