SME - L3

Do

• Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting
  • Acknowledge client cases as per the SLAs defined in the contract
  • Access client tool and log all incoming client cases accurately on the internal tool as per contract
  • Accurately document all pertinent case information such as case number, case type, etc. of daily cases received
  • Follow standard processes and procedures to track and prioritize all client cases
  • Accurately update the internal tool with daily cases and forward the same to respective agents and QAs
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization
  • Maintain and timely update internal tool for agents to speed up response time
  • Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution
  • Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basis
  • Monitor compliance with service agreements to avoid legal challenges
  • Share recorded case logs and status reports with clients and supervisors on a daily basis

• Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines
  • Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool
  • Develop deep understanding and use of client tool to effectively perform day today duties
  • Access client tool and acknowledge to the client the receipt of the cases as per the SLAs defined in the contract
  • Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received
  • Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client
  • Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases
  • Maintain logs and records of all client cases as per the standard procedures and guidelines
  • Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases

• Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting
  • Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software
  • Maintain tracker of all cases received along with the allocation information for reporting purposes
  • Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client
  • Maintain and share the resolution status report with supervisor and client on a daily basis
  • Share the hourly productivity update report with supervisors and clients on a daily basis
  • Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt.
  • Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs
  • Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance
  • Liaise between the client and internal teams on escalations of serious issues and unique queries
  • Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations
  • Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case

• Build capability to ensure operational excellence and maintain superior customer service levels for the existing client
• Undertake trainings to stay current with any new features, changes and updates on client tool
• Enroll in product specific and any other trainings per client requirements/recommendations
• Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently
• Identifying and document most common problems and recommend appropriate changes to the team leader
• Updates job knowledge by participating in self learning opportunities and maintaining personal networks