Sr Executive - RTO Calling Agent

SBI Card; Gurugram District; On-site; INR 350,000 - 480,000; Full time

Job summary

SBI Card is hiring for a role focused on executing RTO-referred cases, ensuring timely redispatch of eligible applications and handling post-RTO follow-ups to improve conversion rates.

The ideal candidate will be a graduate with strong communication skills and experience in RTO processes, capable of meeting daily targets while maintaining quality customer interactions.

Qualifications

• Graduate with a bachelor’s degree.
• Experience with RTO/Pre-RTO/Post-RTO processes is preferred.
• Strong written and verbal communication skills.

Responsibilities

• Execute RTO cases daily and redispatch eligible applications to meet delivery targets.
• Maintain high call quality and product knowledge to enhance customer experience and identify process gaps.
• Achieve productivity, accuracy and turnaround targets while handling RTO and curing cases.
• Provide timely responses to Sales Queries and maintain daily dispatch/redispatch.
• Suggest process improvements to reduce cycle time and improve conversions.

Education

Graduate

Job description

About the company

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

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

1. Timely execution of RTO cases & redispatch of eligible apps on a daily basis to ensure delivery target is met.
2. Demonstrate highest standards in call quality & product knowledge to deliver on superlative customer experience & ensure to provide inputs on process gaps.
3. Achieve critical business metrics - productivity, accuracy and TAT while processing & Calling RTO Cases- Higher conversions in RTO Curing cases
4. Ensure daily productivity targets are met including redispatch
5. Accuracy targets to be met.
6. Suggest process improvement ideas
7. Maintain Process TAT as per business
8. Ensure Timely review & resolution of Sales Queries

Measures of Success

1. Productivity & Accuracy targets to be met as defined by business - AHT, CQ, Retention
2. Conversion rate target to be met
3. Timely dispatch are one on a daily basis
4. Timely responses to Sales Queries/Mails / Highly escalated cases.

Technical Skills / Experience / Certifications

1. Timely RTO execution
2. Call excellence standards
3. Meet business metrics
4. Improve RTO conversions
5. Daily target fulfillment
6. Ensure accuracy compliance
7. Suggest process improvements
8. Maintain process TAT
9. Resolve sales queries

Competencies critical to the role

1. Strong Detail orientation
2. Positive Attitude
3. Working in team environment
4. Effective written and verbal communication

Qualification

Graduate

Preferred Industry

FSI

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.