**Job Number**
2642511
**Business**
GE Capital
**Business Segment**
Capital International
**About Us**
SBI Card offers Indian consumers access to a wide range of world-class, value-added payment products and services. SBI Card has a credit card base of over 2.5 million, spanning leading metros to emerging towns. It offers an extensive range of credit cards catering to the needs of diverse customer segments which includes lifestyle cards, Travel cards, Shopping cards, Classic cards, Exclusive co-branded cards and Corporate cards. SBI Card has been recognized by Asia BPO Summit with an award for ‘Excellence in Customer Services’ 2012-13 and by Visa Inc. as the ‘Best Issuing Institution across India & South Asia’ 2012, for fraud management.
SBI Cards and Payment Services Private Limited (SBI Card) is a joint venture between State Bank of India and GE Capital. Visit sbicard.com for more details.
**Posted Position Title**
Senior Executive - CCRP Collections
**Career Level**
Experienced
**Function**
Collections
**Function Segment**
Collections - Multi Stage
Location(s) Where Opening Is Available India
**City**
Gurgaon
**Postal Code**
122002
**Relocation Assistance**
Yes
**Role Summary/Purpose**
In this role as Collections Specialist the incumbent will be responsible for Collections activities related to a GE business portfolio. He/She will manage account resolution with customers of delinquent accounts, and provide customer service, develop payment arrangements, and assist in resolving customer complaints and problem accounts.
**Essential Responsibilities**
Resolution : 30%
1. Ensuring resolution of all CardOne based collection related complaints reported at Customer Services with Business TAT
2. Ensure agreed service levels and targets are achieved, Proactive Dispute resolution and early warning signals to reduce complaints
3. Identified issue raise to departments and recommend corrective actions to ensure complaint resolution
Process Improvement : 20%
1. Identifying the gaps in collections by conducting RCA of the complaints and Tracking the gaps to closure
2. Follow up on identified issues with departments and recommend corrective actions to ensure complaint resolution
3. Identify control enhancement / improvement opportunities for Customer Delight
4. Focus on high risk complaints impacting the businesses
Support Central : 20%
1. Validation of all support central tickets related to Settlement/NOC/ Blocking
2. Identifying the gaps and providing feedback for necessary action
3. Ensure necessary approvals within defined TAT
Dashboard/MIS: 10%
1. Publishing reports i.e, Out of TAT cases, allocation reports, providing required data to CQM & CCRP (Services) for reporting etc.
2. Responsible for providing ongoing progress reports to business/ audit management/ WFM etc
3. Highlighting complaint trending & performance through Dashboard & Presentations
Support Activities: 20%
Execution of all the requests received from PRA/ Restructuring/ Secured Team for ARAT, Bucket Adjustments, Reject Curing, Y Flagging, Loan foreclosure, RE booking, account blocking etc within agreed TAT and data maintainance
Measures of Success
Complaints Resolution % - 95%
Quality Resolution% - 90%
CCRP Complaint Count Reduction
Process gaps identified & Fixed
Defect Closure within TAT
**Qualifications/Requirements**
- Wing to Wing Collection Process understanding for Cards
- Good communication skills (Written & verbal both)
- Knowledge of Vision plus and CardOne software
- Decision making
- Proficiency in Ms Excel & anaytical skills
**Desired Characteristics**
Graduate/Post Graduate in any field
Complaints handling / Process improvement experience
Total Exepriences: 3-5 yrs, Relevant experience : 1-2 yrs of collections experience