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SBI Card
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Senior Executive - CCRP Collections

Senior Executive - CCRP Collections

SBI Card

3 - 11 years

5 - 13 Lacs

Gurugram

Posted:2 weeks ago| Platform:

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Skills Required

RCA Process orientation Analytical Complaint handling Telecalling Investigation Wellness Medical insurance Customer complaints Stakeholder management

Work Mode

Work from Office

Job Type

Full Time

Job Description

About Us

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, color, 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.

What s in it for YOU

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
Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
Dynamic, Inclusive and Diverse team culture
Gender Neutral Policy
Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for ensuring timely and accurate resolution of all collections related customer complaints in alignment with the defined TAT and guidelines.

Role Accountability

Ensure resolution of Complaints/Requests/Queries/ Escalations related to Collections reported at Customer Services through SBIC Internal channels or Regulatory Bodies on CardOne/mail and EWS/dispute complaints reported at Collections Field/Tele calling within Business TAT
Ensure timely execution and closure of assigned Scrabble tickets related to investigation/blocking/NOC approvals/Missing Payment/Stop Calls etc.
Manage Resolution & TAT Maintenance
Identify the gaps in Collections by conducting RCA of the complaints and tracking the gaps to closure
Identify issue and raise the same to concerned departments/units & ensuring complaint closure by providing amicable resolution as per the process/policy
Validate and track all complaints/requests
Ensure clear articulation of investigation & complaint resolution on CardOne/mail

Measures of Success

Complaints Resolution %
Quality Resolution%
No Avoidable Escalation
Zero TAT Burst Case
Lesser Repeat Case
Process Adherence as per MOU

Technical Skills / Experience / Certifications

Process understanding of Collections & Complaint Handling
Strong understanding of the Collection processes & policies to relay the information correctly

Competencies critical to the role

Analytical Ability
Process Orientation
Stakeholder Management
Detail Orientation

Qualification

Graduate/Post Graduate in any discipline

Preferred Industry

FSI

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Senior Executive - CCRP Collections