Executive - CCRP Complaint

5 days ago

Gurgaon, Haryana, India Sbi Cards And Payment Services Limited Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Executive - CCRP Complaint

About Us

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, color, 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 ensuring timely and accurate resolution of all collections related customer complaints in alignment with the defined TAT and guidelines.

Role Accountability

  1. Ensure resolution of Complaints/Requests/Queries/ Escalations related to Collections reported at Customer Services through SBIC Internal channels or Regulatory Bodies on CardOne/mail and EWS/dispute complaints reported at Collections Field/Tele calling within Business TAT
  2. Ensure timely execution and closure of assigned Scrabble tickets related to investigation/blocking/NOC approvals/Missing Payment/Stop Calls etc.
  3. Manage Resolution & TAT Maintenance
  4. Identify the gaps in Collections by conducting RCA of the complaints and tracking the gaps to closure
  5. Identify issue and raise the same to concerned departments/units & ensuring complaint closure by providing amicable resolution as per the process/policy
  6. Validate and track all complaints/requests
  7. Ensure clear articulation of investigation & complaint resolution on CardOne/mail

Measures of Success

  1. Complaints Resolution %
  2. Quality Resolution%
  3. No Avoidable Escalation
  4. Zero TAT Burst Case
  5. Lesser Repeat Case
  6. Process Adherence as per MOU

Technical Skills / Experience / Certifications

  1. Process understanding of Collections & Complaint Handling
  2. Strong understanding of the Collection processes & policies to relay the information correctly

Competencies critical to the role

  1. Analytical Ability
  2. Process Orientation
  3. Stakeholder Management
  4. Detail Orientation

Qualification

Graduate/Post Graduate in any discipline

Preferred Industry

FSI

Experience LevelExecutive Level

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