Executive - NAU Queries

About State Bank of India

State Bank of India is India's largest bank by assets and a government-owned corporation. It is also the largest bank in the world by assets. The company offers banking, life insurance, and wealth management services to corporate and retail customers through a network of approximately 18,500 branches and over 20000 ATMs across India.

SBI Card was launched in October 1998 by the State Bank of India and GE Capital. Incorporated as SBI Cards and Payment Services Private Limited (SBICPSL), SBI Card is headquartered in Gurgaon, Haryana. The SBI Card aims to offer Indian consumers access to a wide range of world-class, value-added payment products and services. They endeavour to simplify the lives of its customers, employees, and other important stakeholders.

Your role

As an Executive - NAU Queries, your role is;

• Ensure daily productivity metrics for customer complaint resolution within TAT & accuracy as per targets defined.
• Handling customer queries and escalations.
• Analysis and reporting of repeat complaints. Liaising with teams for resolution.
• Maintenance of process dashboards for business reporting purposes.
• Pro-actively follow up with other departments for effective issue resolution & stakeholder management
• Identify ways of improving current processes to enhance customer experience. 
• Timely reporting of process metrics to the business and internal stakeholders
• Managing critical processing of critical queries and complaints on mainframe software. 
• Resolving critical CCRP complaints and reporting data to stakeholders.

Your responsibilities

• Responding to customer queries and complaints within business-defined turnaround time.
• Meeting daily and monthly productivity and quality targets. 

Training, development & rotations

SBI Card hires high-potential people and invests in their growth. SBI Card has a culture of continuous learning. Its training programs are thoughtfully designed to enable employees to enhance their skills and reach their full potential. The Bank invests in employees’ education and combines it with coaching and mentoring opportunities. Frequent leadership interactions further help to ensure well-rounded professionals all around.

Approach towards learning:

Its approach to learning is guided by the bank’s commitment to enhancing the leadership qualities of SBI Card employees. The learning processes also facilitate alignment with their core values. Its learning programs include world-class leadership and functional and business-specific training for its employees. Employees also get opportunities to develop new skills and deliver in a competitive environment by working on various cross-functional projects as well.

Salary & benefits

At SBI Card, for Executive - NAU Queries, for below 1 year of experience, the estimated salary ranges from INR 2.7 to 3.7 LPA  (Source: Ambition Box). Some of the other benefits provided by the company to support its employee's personal and professional growth are;

• Basic Salary
• Dearness Allowance
• House Rent Allowance
• Medical Allowance
• Special Allowance
• Transport Allowance
• Leave Encashment
• ......read more

Work-life balance

Work-life balance is rated at a 4.9/5.0 scale, (Source: Ambition Box), It has a good Inclusive work environment and provides growth opportunities for all its employees.

Culture & vibe

At SBI Card, they are committed to a diversity and inclusion culture. They believe that diversity is a journey and it will continue to evolve and align practices to provide inclusive opportunities. Their diversity programs focus on gender diversity and creating opportunities for the differently abled.  It is the bank's constant endeavour to foster greater levels of inclusion by extending the diversity programs to include a more diverse workforce. SBI Card strongly believes in fair employment practices. They are committed to prohibiting all forms of discrimination against their employees and providing them with equal and fair treatment. They follow the detailed guidelines drafted as part of the fair employment practices as the basis of its effort towards ensuring equal opportunities for all the employees.

About you

To apply for this position, you must have the below-listed competencies,

• Good communication skills.
• Spontaneity and customer-centric approach
• Analytical skills and basic knowledge of MS Word and MS Excel.

How to apply

To apply for this role, just click on the "Apply on employer site" button, which navigates to the career section where the application can be filled and submitted.