Senior Executive - Chargeback

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 2nd stage dispute processing (including arbitrations)/ escalations/ complaints, 2nd stage dispute processing has direct financial and reputational impact on the business and hence need utmost care and sensitivity while handling.

Role Accountability 

1. Ensure processing of disputes/complaints including detailed review of Network declines, collecting sufficient information to explore every recovery opportunity and mitigate losses including raising Arbitrations
2. Administer dispute decisions, making customer account adjustments. Process disputes quickly and accurately, following up with customers on account actions, while delivering consistently high-quality customer service
3. Liaison with customers for accurate documentation & follow-up for investigation of dispute
4. Work on achievement of daily, monthly Productivity, and quality parameters with customer centric approach
5. Analyze and reduce repeat complaints with the objective of achieving zero avoidable customer escalations and repeats
6. Maintain knowledge and understanding of the card industry, Visa/MasterCard/Rupay/Amex and regulatory Compliance requirements
7. Be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions
8. Handle escalations and identify root causes for escalations
9. Highlight issues and process improvement to reduce escalations/enhance customer experience
10. Undertake special assignment as may be given by the reporting manager from time to time 
11. Ensure adherence to internal policies and external /regulatory guidelines in chargeback operations
12. Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory etc.
13. Perform process documentation and compliance adherence

Measures of Success 

1. 100% compliance to defined processes by the regulators and network providers i.e. VISA / MasterCard / Rupay / AMEX
2. Achievement of KPIs and SLAs (  Time to service /Accuracy and productivity) as per the plan
3. Reduction in repeat complaints/emails
4. Accurate Resolution of Customer Complaints & Escalations with no Avoidable Errors
5. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Working knowledge of fraud investigations and regulations related to disputes
2. Experience with Visa's VROL and MasterCard system
3. Knowledge of Rupay and American Express Networks is a plus

Competencies critical to the role

1. Detail orientation
2. Verbal and written communication 
3. Analytical skills
4. Stakeholder Management

Qualification 

    Graduate in any discipline

Preferred Industry

   FSI

Experience Level

Senior Level