Teams at SBI Card

Handle inbound and outbound customer service interactions for credit card holders, resolving requests, complaints, and queries within service-level agreements. Meet targets for response time, productivity, retention, cross-selling, first-call resolution, call quality, customer satisfaction, and process adherence. Identify process gaps, escalate issues, maintain resolution turnaround times, document procedures, ensure compliance, and contribute to process improvement through RPA.

Handle inbound and outbound credit card customer calls to resolve requests, complaints, and queries per SLAs. Meet KPIs (AHT, FCR, CSAT, productivity), maintain process documentation, ensure TATs, raise process-gap alerts, and support process improvements including RPA.

Review and decide on fraud alerts for applications and transactions, communicate with customers, block/unblock cards, report fraud patterns to analytics, ensure KYC and transaction-monitoring compliance, and follow SOPs while meeting productivity and accuracy KPIs.