Senior Executive - Collections Hardship Management

About Us

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, 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.

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 execution of customer requests related to collection hardship tools, received at internal channels like helpline, correspondence etc.

Role Accountability

1. Action Daily assignment of Requests/Queries/ Escalations related to Collection hardship tools e.g. settlements, restructuring, reinstatement etc. by communicating with customers
2. Track approval of all agreed settlement requests on CX 24 system
3. Action on closure of EWS/dispute accounts reported at Collections Field/Tele calling within Business TAT
4. Ensure timely execution & closure of unblocking action of Q block accounts
5. Maintain Resolution TAT for all cardone requests @ > 95%
6. Raise any issue/escalation related to daily execution to team leader and follow up for closure
7. Validate and track all request closure for accuracy
8. Clear articulation of all customer interaction on CardOne/CX24
9. Ensure 100% calling attempt on all Q block curing cases and respective update on collection systems

Measures Of Success

1. Timely and accurate Carone TAT Resolution 
2. Resolution Accuracy TAT
3. Call Quality Scores 
4. No high risk defects while communicating with customers
5. Process Adherence as per MOU

• Technical Skills / Experience / Certifications
• Process understanding of Collections & Complaint Handling
• Competencies critical to the role

1. Analytical ability
2. Process orientation 
3. Detail Orientation 
4. Stakeholder Management

Qualification

Graduate/Post Graduate in any discipline

Preferred Industry

Fsi