Senior Executive - RTO Calling Agent

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

• 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 executing RTO-referred cases in alignment with defined processes and ensuring timely redispatch of eligible cases each day. Additionally, accountable for outbound communication and resolution of assigned Pre-RTO and Post-RTO cases to drive improved conversion rates through effective follow-up and curing strategies.

 

Role Accountability

 

• Timely execution of RTO cases & redispatch of eligible apps on a daily basis to ensure delivery target is met.

• Demonstrate highest standards in call quality & product knowledge to deliver on superlative customer experience & ensure to provide inputs on process gaps.

• Achieve critical business metrics - productivity, accuracy and TAT while processing & Calling RTO Cases

• Higher conversions in RTO Curing cases

• Ensure daily productivity targets are met including redispatch

• Accuracy targets to be met.

• Suggest process improvement ideas 

• Maintain Process TAT as per business

• Ensure Timely review & resolution of Sales Queries

Measures of Success

 

• Productivity & Accuracy targets to be met as defined by business - AHT, CQ, Retention

• Conversion rate target to be met

• Timely dispatch are on a daily basis

• Timely responses to Sales Queries/Mails / Highly escalated cases.

Technical Skills / Experience / Certifications

• Timely RTO execution

• Call excellence standards

• Meet business metrics

• Improve RTO conversions

• Daily target fulfillment

• Ensure accuracy compliance

• Suggest process improvements

• Maintain process TAT

• Resolve sales queries

Competencies critical to the role

• Strong Detail orientation

• Positive Attitude

• Working in team environment

• Effective written and verbal communication

Qualification

 

Graduate

Preferred Industry

FSI