Senior Executive - Value Servicing

About the role

SBI Card seeks a Senior Executive for the CEO & CSH Desk in Gurugram to resolve high-level customer complaints and escalations. The role involves managing inquiries via calls and emails, coordinating with cross-functional teams for resolutions, and ensuring adherence to service quality metrics. This is an on-site position focused on driving customer retention through exceptional service delivery.

What you’ll do

• Resolve customer complaints and escalations received through Nodal, Principal Nodal, and Customer Service Head channels
• Coordinate with cross-functional departments to ensure final resolution of escalations
• Achieve daily productivity metrics, quality targets, and hygiene standards
• Raise exception servicing requests to enhance customer experience
• Drive customer retention by providing best-in-class service
• Proactively highlight issues and suggest process improvements
• Ensure compliance with SOPs and process documentation
• Inform customers of final verdicts in a timely manner

What you’ll bring

• Graduate degree in any discipline
• 1-3 years of overall experience
• 1-3 years of relevant team/domain experience
• Knowledge and experience in complaints handling

Nice to have

• Expertise in MS Office suite
• Strong verbal and written communication skills
• Problem-solving capabilities
• Stakeholder management abilities

Skills

Benefits

• Robust wellness and wellbeing program
• Rewards and recognition programs
• Inclusive health benefits including medical insurance and dental coverage
• Comprehensive learning and development framework
• Gender neutral policy