Senior Executive - Value Servicing, Nodal Desk
- SBI Card
- 1 - 5 years
- Kolkata
- 3 days ago
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Job Description
- 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
- Resolve complaints / escalations received through different channels - Nodal ,Principal Nodal & Customer service head ID through calls and emails
- Achieve daily productivity metrics & Quality targets, daily hygiene metrics achievement such as Nil Unscheduled leave, TTS completion
- Ensure adherence to SOPs while resolving customer escalations and coordinate with cross functions for necessary resolution
- Use judgement to raise exception servicing request on a case by case basis for better customer experience
- Ensure final resolution of customer escalations by coordinating with various departments as necessary and informing the customer of the final verdict in timely manner
- Drive customer retention by providing best in class customer experience
- Proactively highlight issues and process improvement to reduce escalations
- Ensure process documentation and compliance adherence
- Cases processed per day
- Service Quality Score
- First Contact/BO Resolution rate
- Zero Avoidable Escalation
- Performance Retention Score
- FKAT training quiz score
- Execution/Resolution TAT
- Voice of Customer
- Customer Retention Rate
- Process Adherence as per MOU
- Knowledge and experience of complaints handling
- Expertise in MS Office suite
- Verbal and written communication
- Problem Solving
- Stakeholder Management
- Customer Orientation
Job Classification
Industry: Financial ServicesFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Bilingual / Multilingual Support - Non VoiceEmployement Type: Full timeContact Details:
Company: SBI CardLocation(s): Kolkata
Keyskills: MS Office suite Head Customer Service Process documentation Process improvement Customer retention Wellness Medical insurance Customer experience Stakeholder management Service quality
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SBI Card
A leading player in the Indian credit card market, SBI Card was launched in October 1998 as a joint venture between the State Bank of India, the country`s oldest and largest bank and GE Capital, to offer Indian consumers extensive access to a wide range of world-class, value-added payment products a...
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