Senior Executive - Monitoring Support

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 managing complaints received from the BO/ Social media/ ombudsman/ Chairman/ MD/ CEO escalations etc.

Role Accountability 

1. Manage complaints received on the sales complaint escalation Mailbox
2. Coordinate with the sales team for back-check call & check MID for complaints received to ensure that the entire complaint is resolved within strict timelines considering the escalated nature
3. Coordinate and follow up on stuck cases requiring further investigation/WCP coordination
4. Provide synopsis to management on escalated cases & be the key SPOC for all sales-related complaints
5. Coordinate with the sales team related to customer request cases for timely resolution of concerns- Like- Sales leads/ urgent processing of Applications/ for queue movement/ Document collection/ cancelation requests etc.
6. Work on Complaint Closure & corrective Action and update the remarks in CardOne & close the SR in Cardone
7. Ensure wing-to-wing management of the sales complaints resolution process
8. Maintain a tracker of complaints received and report out regularly and ensure all customer complaint gets resolved properly after evaluating all  evidence
9. Ensure the final remarks need to update in CardOne before closing the case in CardOne
10. Perform process documentation and compliance adherence

Measures of Success 

1. Timely & Accurate Resolution of Escalation Cases
2. Timely & Accurate Closure of complaints 
3. No repeated / escalated complaints
4. Productivity
5. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Excellent understanding of Credit Card Sales & Operations process / audit and compliance policies 
2. Expertise in MS office tools

Competencies critical to the role

1. Customer Orientation
2. Stakeholder management 
3. Process Orientation
4. Detail Orientation

Qualification 

Graduate in any discipline

Preferred Industry

Credit card or from Banking Industry