Associate - Customer Services, T1 Service

About SBI Card

SBI Card is a premier credit card issuer in India, offering diverse credit card products tailored to various customer segments. The company continuously innovates to address the changing financial needs, enabling customers to enjoy effortless digital payments along with valuable benefits. With the motto 'Make Life Simple', SBI Card prioritizes customer convenience in every initiative. The organization fosters an inclusive, equal opportunity work environment with respect for diversity in race, gender, religion, and more, ensuring dignity for all employees.

What You Can Expect

• Strong emphasis on work-life balance, supported by wellness programs aimed at mental and physical health.
• A comprehensive rewards and recognition system to appreciate outstanding work.
• A dynamic and diverse team culture focusing on inclusion.
• Gender-neutral workplace policies.
• Health benefits covering medical insurance, personal accident, group term life insurance, annual health checkups, dental, and OPD coverage.
• Opportunities for personal and professional development through structured learning and development programs.

Role Purpose

This position involves managing inbound and outbound calls with credit card customers to address and resolve service requests, complaints, and inquiries within agreed service level agreements (SLAs).

Key Responsibilities

• Deliver excellent customer service to enhance overall customer experience.
• Meet daily operational targets related to average handling time (AHT), productivity, cross-selling, customer retention, first call resolution, voice quality, customer satisfaction (CSAT), and compliance with policies and procedures.
• Provide immediate feedback and highlight any process gaps to reduce repeat errors and escalations.
• Maintain turnaround times (TAT) for resolution across various sub-processes.
• Ensure proper documentation and adherence to compliance standards.

Success Metrics

• Rate of first response time (FRT).
• Real-time resolution rate for customer issues.
• Consistent quality and productivity with accuracy, punctuality, and minimal avoidable escalations.
• Initiatives for process improvements, including Robotic Process Automation (RPA).
• Adherence to work schedules.
• Managing average handling time effectively.
• Following process agreements as per Memorandum of Understanding (MOU).

Required Knowledge and Skills

• Understanding of customer service workflows and standards.
• Strong stakeholder management capabilities.
• Problem-solving aptitude.
• Process-driven mindset with high attention to detail.

Qualification

Applicant must hold a graduate degree in any discipline.

Preferred Industry Experience

Experience in the Financial Services Industry (FSI) is desirable.