Senior Executive

Senior Executive - CCRP

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 

Responsible for CCRP Monitoring process which includes CCRP Monitoring Process, MID Validation Cases, RTA monitoring Process and BFD Process validation.

Role Accountability

1. Co-ordinate with the team for data inflow for sample selection on a weekly basis
2. Sample the cases basis the process requirement % with the team to ensure every team employee data gets monitored and validated
3. Validate sample cases of Customer complaints that are closed based on Call Listening Samples need to be taken from- No defect cases/ Proven complaints 
4. Validate the cases from the WCP portal based on the customer complaint raised /Issues Like- Annual Fee-related Issues, Wrong Card type issues and Wrong credit limit promise to ensure every team employee data gets monitored and validated under process monitoring
5. Validate the calls listening activity from the Aspect portal by sampling the cases basis the below-mentioned description:-
6. BFD positive Case- Where customer concern get resolved
7. BFD Negative Cases- Where the customer issue is not ok with the card features & we are not able to retain the customer
8. Not contactable cases- Where customers are not contactable to have process control
9. Publish to stakeholders on a weekly basis with complete feedback & Errors identified
10. Ensure compliance with the functional process to ensure Audit readiness for Internal and external audits
11. Co-ordinate with the team for data inflow for sample selection on weekly basis
12. Validate the Sample cases of RTA process on retained cases to have better control on process and validate not retained cases and suggest any changes if required to increase the retention %
13. Perform process documentation and compliance adherence

Measures of Success 

1. Completion of Audit & Monitoring Plan for CCRP Process & CCRP Escalation Management
2. Completion of Audit & Monitoring Plan for RTA Process
3. Completion of Feedback & Coaching for agents for identified errors
4. Repeat Complaint Reduction
5. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Excellent understanding of Credit Card Sales & Operations process/audit and compliance policies 
2. Clear understanding of the Process from the Audit standpoint
3. Expertise in MS Office tools
4. Excellent process knowledge on Case closures/ Call monitoring, Coaching & Training Ability, Audit Skills
5. Experience in Call Listening activities will be preferred

Competencies critical to the role

1. Customer Orientation
2. Stakeholder management 
3. Process Orientation
4. Detail Orientation

Qualification 

Graduate in any discipline

Preferred Industry

Credit card or from Banking Industry

Experience Level

Senior Level