SBI Card
Location
Mumbai | India
Job description
Ensure Wing-to-Wing Resolutions of cases received with utmost accuracy and delivering best in class service. Final Resolution to be communicated to Customer and Top Management Complaints /Chief General Manager s office, Ministry of Finance, Banking- ombudsman, Senior management team ,other external sources.
Portfolio Management responsible towards reducing the inflows in respective portfolio. Relationship Management is very critical.
Maintain reports / MIS / dashboards for the activities handled to monitor performance and progress.
To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions.
Ensure completion of cases within timelines and within quality standards.
Function comfortably in a fast-paced performance-based customer services environment where cases are monitored, recorded and assessed for quality of performance.
Handling good relationship with Banking Ombudsman and local SBI offices and reconciliation of complaints / queries is very critical.
Desired Characteristics:
Excellent, professional phone and communication skills - interpersonal, verbal, and written with the goal of influencing outcomes.
Must be able to build positive, productive relationships with customers and team members
Good networking skills.
Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively.
Strong organization, time management, and multi-tasking skills.
Self-starter with ability to work independently with minimal supervision.
Qualifications/Requirements
Graduate with 4- 6 years experience in credit card industry. Complaints handling / Process improvement experience in customer services / 2 years experience in handling similar profile would be added advantage.
Job tags
Salary
