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SBI Card

Assistant Manager - Client Relations & Dispute Resolution

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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

  1. Responsible for supporting existing corporate clients and their cardholders in terms of providing accurate information, correct data and guiding them regarding corporate card related requested assistance. Responsible to handle queries via Call, E-mails
  2. The role also requires to manage reports/ MIS of the corporates, maintain follow ups diligently and process chargeback on corporate card dispute requests. The role involves working in shifts as part of a team of analysts

Role Accountability

  1. Resolve queries received from Corporates and the cardholder through calls, email communications and face-to-face meetings
  2. Ensure correct execution on card accounts to prevent any escalation or customer complaint and protect customer PII/ SPII data
  3. Investigate and solve corporate customers' problems including complex and long-standing problems
  4. Connect with cardholders to provide real-time card authorization decline assistance
  5. Initiate the resolution of dispute inquiries from cardholders/ corporates and execute all aspects and stages of the dispute process in compliance with network partner guidelines, RBI rules and regulations
  6. Act as the interface between corporate, acquiring bank, merchant, and network partner in order to resolve cases
  7. Regularly publish Reports on the overall inventory status and closure analysis
  8. Execute day to day transactional activities assigned as an FPR/ SPR; prepare card account/ corporate level reconciliations, reports and MIS; coordinate with IT to build auto-scheduled reports
  9. Maintain accurate records of approvals, records of discussions, or correspondence with corporate customers, web-service portal enrollments, VISM enrollments
  10. Maintain follow up activities, track and execute instructions as and when received by the credit team for corporate level relationship maintenance and controlled credit limit exposure
  11. Perform process documentation and compliance adherence

Measures of Success

  1. CTA and Virtual Card Accounts Reconciliation Rate as per SLA
  2. Mailbox Response & Resolution rates as per SLA
  3. Chargeback resolution as per standard VISA/ Mastercard timelines
  4. Process Adherence as per MOU

Technical Skills / Experience / Certifications

  1. Working Knowledge of MS Office
  2. Experience of using CRM Tools
  3. Knowledge of Vision Plus

Competencies critical to the role

  1. Verbal and written communication
  2. Relationship Management
  3. Analytical Ability
  4. Problem Solving Skills

Qualification

Graduate in any discipline

Preferred Industry

FSI