Executive - NAU Queries
4 weeks ago
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 decisioning of SR's/request received wrt Pre Acq Application Processing & CCRP. Role Accountability 1. Ensure daily productivity metrics for customer complaint resolution within TAT & accuracy as per targets defined. 2. Handle customer queries and escalations. 3. Analyze and report repeat complaints and liaise with teams for resolution 4. Maintain process dashboards for business reporting purposes 5. Follow-up with other departments for effective issue resolution & stakeholder management 6. Identify ways of improving current processes to enhance customer experience 7. Report process metrics to the business and internal stakeholders 8. Manage criticalprocessing of critical queries and complaints on mainframe software's 9. Resolve critical CCRP complaints and reporting data to stakeholders 10. Perform process documentation and compliance adherence Measures of Success 1. Customer Complaints Resolution (Accuracy & TAT) 2. Accuracy % 3. FTE/NFTE productivity 4. No adverse observations in internal/external audits 5. Voice of Customer 6. Process adherence as per MOU Technical Skills / Experience / Certifications 1. Knowledge of Origination process/tools 2. Understanding of credit policy framework Competencies critical to the role 1. Analytical Ability 2. Detail Orientation 3. Process Orientation Qualification Graduate in any discipline Preferred Industry Banks, BPO
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