SBI Cards & Payment Services Limited, previously known as SBI Cards & Payment Services Private Limited, is a credit card company and payment provider in India. SBI Card was launched in May 1998 by the State Bank of India and GE Capital.
Assistant Manager – Pre – Decisioning
Job Description
| Role Accountability | 1. Lead Process Management for Pre-Screening 2 and drive critical business metrics like productivity, accuracy, TAT & Customer experience 2. Drive Prescreening quality which shall ensure in buildup of a quality portfolio for the organization 3. Initiate projects which can deliver end benefits of productivity & accuracy which shall add to benefits of reduction in Headcount & improve quality of processing 4. Work with smaller groups within the team to drive various projects 5. Drive higher VIC penetration for team 6. Ensure process documentation and compliance adherence |
| Measures of Success(Define the Outcomes expected of the role) | 1. Process TAT as per SLA for P90 Segment 2. Processing Accuracy as per SLA 3. CCRP Complaints (of total volumes processed ) 4. Complaint resolution rate 5. Process adherence as per MOU |
| Technical Skills / Experience / Certification (If any) | 1. Credit Card knowledge along with good understanding of Credit Processes 2. Knowledge of credit documentation, basic financial ability |
| Competencies critical for role with High Proficiency | Process Orientation Teamwork & Collaboration Analytical Ability Innovation & Problem Solving |
| Key External Stakeholder(s) | External Auditors |
| Key Internal Stakeholder(s) | Sales , Credit , Risk , IT & Customer Service |
| Must have Qualification | Graduate in any discipline |
| Over All experience in role | 3 – 4 years |
| Relevant Experience with respect to the role | 1 – 2 years of experience in credit underwriting with experience of managing large distributed in-house and outsourced teams |
| Preferred Industry(If any) | FSI |
Associate – Screening
Job Description
- Identify and prevent application fraud for processing of SBI Card applications within the process SLA and TAT requirements in line with company policy
- Require working on Fraud Prevention Process with flexible shift timings (24*7) basis business requirement and adherence to team roster
- Candidate should be a team player and flexible to adapt and contribute as per Business requirement.
- Evaluate Application for KYC/Income document and Applicant profile to identify and detect any suspected fraud basis standard operating procedure and due diligence.
- Establish contact with the Customer on call (where required) to validate information mentioned in Application form and supporting documents
- Adherence to Fraud Control Policy, Process & Standard Operating Procedures & Customer Contact policies. Also, the candidate will be required to adhere to code of conduct and disciplinary guidelines of the Organization
- Adherence to the assigned SLA, TAT & Audit Metrics
- Strive to increase Fraud Catch rate and highlight fraud trends promptly upon detection to the management
- Should be able to manage additional activities assigned along with core responsibilities.
Qualification:
- Should be a Graduate with a good command over written & spoken English
- Working knowledge of Computers (Word / XL / Power Point)
- Quick learner of new systems / technology
Experience in Credit card industry and KYC knowledge/Fraud Prevention techniques will be an additional advantage.
Executive – Hunter
Job Description
Description – External
Identify and prevent application fraud for processing of SBI Card applications within the process SLA and TAT requirements in line with company policy.
| Require to work on Hunter Process with flexible shift timings and adherence to team roster |
| To process application fraud alerts on the application fraud prevention tool (Hunter). Review the dedupe on (Hunter) matches on past declines, CIBIL details, past verifications, doing a web check etc. as a part of the overall alert review. |
| Proactive calling to customer / employer / competition bank etc. on suspected applications on a case to case basis. |
| Adherence to the assigned SLA,TAT & Audit Metrics |
| Adherence to Fraud Control Policy, Process & Standard Operating Procedures & Customer Contact policies |
| Focusing on enhancing Hunter Catch Rate. |
| Communication of dispute and fraud case to the concerned team and assist investigation team as required. |
| Timely highlight Fraud trends to the management |
| Timely closure of defects highlighted by audit team and feedback session to be closed and acknowledged as per schedule. |
| Support project teams on UAT & PVT as per requirement. Mentor new joinees under buddy alignment |
Qualifications – External
| Good organizational skills |
| Effective communication is required |
| Atleast 1 year past experience in Fraud,Sales or Underwriting required |
| Conversational in English and Hindi |
| Quick learner of new systems / technology |
| Candidate should be able to confidently interact with Applicants on call |
| Should be flexible to work in any shifts (including Night) |
Description – Internal
Identify and prevent application fraud for processing of SBI Card applications within the process SLA and TAT requirements in line with company policy.
| Require to work on Hunter Process with flexible shift timings and adherence to team roster |
| To process application fraud alerts on the application fraud prevention tool (Hunter). Review the dedupe on (Hunter) matches on past declines, CIBIL details, past verifications, doing a web check etc. as a part of the overall alert review. |
| Proactive calling to customer / employer / competition bank etc. on suspected applications on a case to case basis. |
| Adherence to the assigned SLA,TAT & Audit Metrics |
| Adherence to Fraud Control Policy, Process & Standard Operating Procedures & Customer Contact policies |
| Focusing on enhancing Hunter Catch Rate. |
| Communication of dispute and fraud case to the concerned team and assist investigation team as required. |
| Timely highlight Fraud trends to the management |
| Timely closure of defects highlighted by audit team and feedback session to be closed and acknowledged as per schedule. |
| Support project teams on UAT & PVT as per requirement. Mentor new joinees under buddy alignment |
| Qualifications – Internal
Good organizational skills |
| Effective communication is required |
| Atleast 1 year past experience in Fraud,Sales or Underwriting required |
| Conversational in English and Hindi |
| Quick learner of new systems / technology |
| Candidate should be able to confidently interact with applicants on call |
| Should be flexible to work in any shifts (including Night) |
Executive – RTD & RI
Job Description
Monitor real time queues and identify high risk transactions within the business portfolio.
Build rapport with customer about Fraud and risk management team to benefit from fraud alerts. Communicate with Customer about fraudulent activity over the phone calls after cordial and proper Welcome Script provided by the bank to banks customer.
Identify fraudulent transactions and cancel them from further processing.
Resolve queued transactions within the service level agreements to reduce potential revenue losses. Resolve customer issues within the scope of existing service level agreements. Interact with banks and customers to validate information and to confirm or cancel authorizations.
End-To-End Closure of All Payment Related Queries Update alerts with its status and action till its closed with appropriate action status.
Identify system improvements to prevent fraudulent activities. Recommend new software tools used for fraud detection, prevention, and reporting activities.
Generate suspicious activity reports and risk management reports for Managers. Observe customer transactions to identify fraudulent activity such as account takeover, friendly fraud, theft, and similar other risks.
Determine existing fraud trends by analyzing accounts and transaction patterns.
Essential Responsibilities
- Call to customer on falcon generated alerts to verify transactions attempted on card.
- Meeting daily and monthly productivity and quality targets.
Qualifications/Requirements
- Graduate with 24×7 flexibility. Good communication as well as analytical skills.
- Effective communication is required Conversational in English and Hindi
- Spontaneity and customer centric approach
- Analytical skills and basic knowledge of MS Word and MS Excel.
- Quick learner of new systems / technology.
Desired Characteristics:
- Good Communication skills
- Go getter, self-driven and independently working without supervision.
Qualification: Good organizational skills Effective communication is required Conversational in English and Hindi Quick learner of new systems / technology.
Candidate should be able to confidently interact with Customers.
Should be 24×7 flexible to work in rotational shifts (including Night) as per business requirement.
Experience for Relevant Field 2 years +