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    Job · 19105675

    SBI Cards & Payment Services logo

    Executive - Retention & Activation, Onboarding

    SBI Cards & Payment Services · Chennai · onsite · Posted 27d ago

    Undisclosed1–3 yrsfulltimeSourced fromNaukri

    About a minute. You'll make an account on the way through.

    About this role

    About the company
    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 handling of Inbound calls / outbound from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs.
    Role Accountability
    1. Provide servicing to customers ensuring optimum service levels to enhance customer experience
    2. Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures
    3. Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
    4. Ensure maintenance of TAT of resolution across sub-processes
    5. Ensure process documentation and compliance adherence
    Measures of Success
    1. FRT(First Response Time) Rate
    2. Real time resolution rate
    3. Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
    4. Process Improvement through RPA
    5. Schedule adherence
    6. AHT & Productivity
    7. Process Adherence as per MOU
    Technical Skills / Experience / Certifications
    Knowledge of customer service processes
    Competencies critical to the role
    1. Stakeholder Management
    2. Problem Solving
    3. Process Orientation
    4. Detail Orientation
    Qualification
    Graduate in any discipline
    Preferred Industry
    FSI


    Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

    Sourced from naukri

    Skills

    Customer ServiceCall QualityCSATCustomer Experienceprocess documentationrpaOutboundDentalProcess ImprovementInbound Callsmedical insuranceopdOnboardingcredit cardmaintenancecomplianceinboundAht

    About SBI Cards & Payment Services

    SBI Cards & Payment Services logo

    SBI Cards & Payment Services

    Financial Services

    3.8k+

    employees

    1998

    28 years old

    Gurgaon/Gurugram, Haryana

    India

    ₹4.6L PA avg

    Avg at SBI Cards & Payment Services

    About

    Plastic money for utilities and payments

    Industries

    Financial Services

    Employee ratings

    10 reviews

    3.7/ 5

    Culture

    2.5

    Career growth

    1.7

    Work-life

    2.5

    Employees rate it well for

    Overall Company37Skill Development36

    Find them on

    WebsiteLinkedInAmbitionBox reviews

    Executive - Retention & Activation, Onboarding · waiting for your command