Job Summary:

The Customer Care Executive at the State Bank of India (SBI) is responsible for providing high-quality service and support to customers, ensuring customer satisfaction by addressing queries, resolving complaints, and guiding customers on various banking products and services.

Key Responsibilities:

1. Customer Interaction:

   • Handle inbound and outbound customer calls, emails, and chat messages.

   • Provide accurate information regarding SBI products and services.

   • Respond to customer inquiries regarding accounts, loans, credit cards, transactions, etc.

2. Issue Resolution:

   • Address customer concerns or issues effectively and efficiently, ensuring timely resolution.

   • Document and follow up on customer complaints, ensuring they are resolved satisfactorily.

   • Escalate complex or unresolved issues to the appropriate department or senior staff.

3. Banking Transactions Support:

   • Assist customers with online banking, ATM transactions, and mobile banking inquiries.

   • Guide customers through the process of banking transactions such as funds transfer, bill payments, loan applications, etc.

   • Provide information on account balances, recent transactions, and banking products.

4. Product Knowledge:

   • Stay updated with the latest banking products, services, and policies of SBI.

   • Proactively suggest suitable products to customers based on their needs (e.g., loans, credit cards, savings accounts).

   • Provide guidance on how to apply for products and services offered by SBI.

5. Customer Feedback:

   • Solicit customer feedback to gauge satisfaction levels and identify areas of improvement.

   • Report customer feedback to management to help improve service quality.

6. Documentation & Reporting:

   • Maintain accurate records of customer interactions and transactions.

   • Generate and maintain reports related to customer inquiries, complaints, and resolutions.

7. Compliance & Policies:

   • Adhere to SBI s policies, procedures, and guidelines while interacting with customers.

   • Ensure compliance with legal, regulatory, and ethical banking standards during all customer interactions.

8. Team Collaboration:

   • Work closely with the team and other departments (such as operations, sales, and marketing) to ensure a seamless customer experience.

   • Assist in training new customer care executives as required.

Key Skills and Qualifications:

• Education:

  • Bachelor s Degree in any discipline (preferably in Commerce, Business Administration, or similar fields).

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