Deputy Manager - Client Relations & Dispute Resolution

Deputy Manager - Client Relations & Dispute Resolution

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

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

1. Responsible for providing excellent service to corporate clients and promoting the same ideology within the team, ensuring that the team operations run in an efficient manner and all service requests of the clients are completed well within the SLA
2. The role is also responsible for overseeing the chargeback process for Corporate cards and the overall smooth running of other corporate card products like Central Travel Accounts and Virtual Cards

 Role Accountability

       Client Relations

1. Lead Client Relations by monitoring achievement of service levels as agreed in the SLA and timeliness of servicing clients' requests, and partner with Corporate Sales and Product teams to develop a world-class servicing platform for corporate
2. Filter out junk emails from monitored corporate email accounts to perform allocation of workable inventory of open action items to analysts on frequent intervals.
3. Build relationships with customers by acting as SME providing advice to corporate accounts in the usage of the organization's service and being first-level escalation for customer complaints
4. Monitor accuracy, timeliness and comprehensiveness of records, dashboards on service performance for key clients, repository of correspondences, etc.
5. Maintain an orderly workflow according to priorities and Control and utilize resources to achieve qualitative and quantitative targets
6. Ensure timely action on any changes in corporate relationships (limit level changes, blocking-unblocking cards etc.)
7. Ensure resolution of emergency card issuance cases as per defined SLAs

Chargeback (Dispute Resolution) Management

1. Oversee, recommend and implement processes in the resolution of chargeback and disputes by staying updated with Visa and MasterCard rules and any other regulations and internal procedures that affect chargeback dispute processing
2. Participate in regular interactions with acquiring banks, VISA and Mastercard to ensure accurate & complete resolution of the cardholder’s disputes
3. Ensure day-to-day processing of timely and accurate dispute cases processing at all stages by the team

       Other Back-end service processes

1. Manage end-to-end implementation and reconciliation of new and existing Central Travel Accounts and Virtual Cards, timely execution of credit team’s account management instructions, drive coordination between Corporate and their travel management companies for high reconciliation rates
2. Oversee VISM (Visa Intelilink Spend Management) tool and assist corporates with its report customization requests
3. Stay updated with all changes in Risk policy and keep the processes in calibration with the same
4. Ensure process documentation and compliance adherence

Measures of Success 

1. Mailbox Response & Resolution rates as per SLA
2. Timely resolution of Escalations
3. Chargeback resolution as per standard VISA/ Mastercard timelines
4. CTA and Virtual Card Accounts Reconciliation Rate as per SLA
5. Automatch Rate as per SLA
6. Process Adherence as per MOU
7. Voice of Customer

Technical Skills / Experience / Certifications

1. Expertise in MS Office tools
2. Experience of using CRM Tools
3. Knowledge of Vision Plus 
4. Knowledge of VISA/ Mastercard Online Tools

Competencies critical to the role

1. Relationship Management
2. Analytical Ability
3. Customer Orientation
4. Problem Solving skills
5. Teamwork and Collaboration

Qualification 

Graduate in any discipline

Preferred Industry

FSI

Experience Level

Mid Level