About this role
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 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
- Provide servicing to customers across channels (Email/ Voice/ Chat etc.), ensuring optimum service levels to enhance customer experience
- Ensure minimal repeated errors on Escalations and EWS(Early Warning System) cases by working closely with Quality and training team
- Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process
- Ensure maintenance of TAT of resolution across sub-processes
- Perform process documentation and compliance adherence
Measures of Success
- FRT(First Response Time) Rate
- Real time Resolution rate
- CSAT
- Productivity and accuracy
- Adherence to Process TATs
- Zero Avoidable Escalation
- Process Adherence as per MOU
Technical Skills / Experience / Certifications
- Experience of handling VIP/ Premium customers in service delivery
Competencies critical to the role
- Stakeholder Management
- Problem Solving
- Detail Orientation
- Analytical ability
Qualification
Graduate in any discipline
Preferred Industry
FSI
Other facts
About SBI Card
SBI Card was launched in 1998 with the State Bank of India, India's largest bank, as the majority stakeholder. In March 2020, SBI Card was listed on BSE and NSE. Today, SBI Card is India’s largest pure-play credit card issuer with over 20 million cards in force, as of December 2024. Its wide array of products and services caters to a diverse range of customer segments across India, right from new-to-credit to super premium.
The SBI Card brand is based on the value proposition of 'Make Life Simple'. The proposition manifests in SBI Card’s continuous efforts to simplify the lives of its customers, employees and other key stakeholders. Customer-centricity, supported by the values of trust and transparency, is core to SBI Card’s ethos.
What you'll do
- The role involves serving customers across multiple channels as a single point of contact, specializing in managing relationships with HNI, Premium, and VVIP customers. Responsibilities include ensuring optimum service levels, minimizing errors, and liaising with various teams for process improvements.
Ready to join SBI Card?
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