Subject Matter Expert

2 weeks ago

Chennai, India Encore Theme Full time

Chennai, India
- 2935560

**Role Purpose**
- The purpose of this role to deliver great customerservice/experience by effectively acknowledging, tracking, andprioritizing all client cases as per the regulatory guidelines, andensuring resolution as per the defined SLAs, by allocating the same tothe relevant support team._

**Do**

**Ensure operational excellence through contract andregulatory compliance, effective case acknowledgment, tracking,prioritization, system updation, and reporting**
- Acknowledge client cases as per the SLA’s defined in thecontract _
- Access client tool and log all incoming client cases accuratelyon the internal tool as per contract _
- Accurately document all pertinent case information such as casenumber, case type, etc. of daily cases received _
- Follow standard processes and procedures to track and prioritizeall client cases_
- Accurately update the internal tool with daily cases and forwardthe same to respective agents and QAs_
- Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in effective case logging andprioritization _
- Maintain and timely update internal tool for agents to speed upresponse time_
- Identify red flags and escalate serious client issues to Teamleader in cases of non-compliance and untimely resolution_
- Ensure all client information, disclosures and regulatorychanges are given to agents and QA’s on a regular basis_
- Monitor compliance with service agreements to avoid legalchallenges _
- Share recorded case logs and status reports with clients andsupervisors on a daily basis_

**Deliver excellent customer service through effectiveunderstanding of client tool, accurate case logging and prioritizationas per regulatory guidelines**
- Serve as the primary point of contact for accessing casespertaining to a specific client using designated client tool_
- Develop deep understanding and use of client tool to effectivelyperform day today duties_
- Access client tool and acknowledge to the client the receipt ofthe cases as per the SLA’s defined in the contract _
- Accurately document all pertinent case information such as casenumber, case type, etc. on a daily basis for all cases received_
- Prioritize cases on the levels of urgency and complexity as perthe regulatory guidelines defines by the client _
- Accurately extract case information and create an excel listingcases along with relevant information pertaining to the cases_
- Maintain logs and records of all client cases as per thestandard procedures and guidelines_
- Collaborate with client and undergo trainings on any newregulatory guidelines for a particular client process and implement thesame on all cases_

**Ensure allocation and resolution of client cases as per thedefined SLAs by accurately updating internal tools, training sessions onnew regulations and regular reporting**
- Ensure allocation of cases to agents and QAs by accuratelyrecording all client cases on the designated internal tracking software_
- Maintain tracker of all cases received along with the allocationinformation for reporting purposes _
- Ensure all client cases are resolved as per the definedSLA’s and regulatory guidelines defined by the client_
- Maintain and share the resolution status report with supervisorand client on a daily basis_
- Share the hourly productivity update report with supervisors andclients on a daily basis_
- Undertake client training on specific tool features and/or anyother regulatory changes introduced by client/govt. _
- Conduct training sessions for agents and QA ensuring theregulatory changes have been effectively communicated to all agents andQAs_
- Ensure new regulatory guidelines are implemented all clientprocesses to avoid penalties and non-compliance_
- Liaise between the client and internal teams on escalations ofserious issues and unique queries_
- Follow up with agents and QAs to record feedback and ensurecompliance to contract SLA’s and regulations_
- Interact and engage with the client and internal stakeholders tocommunicate and update progress against a particular case_

**Build capability to ensure operational excellence andmaintain 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 clientrequirements/recommendations_
- Conduct training sessions for Agents and QAs on any newregulatory guideline that needs to be applied to any process urgently_
- Identifying and document most common problems and recommendappropriate changes to the team leader_
- Updates job knowledge by participating in self learningopportunities and maintaining personal networks_

**Stakeholder Interaction**

**Stakeholder Type**

**Stakeholder Identification**

**Purpose of Interaction**

**Internal**

Team Leaders

Process Improvements, Reporting

Agents & QA’s

Case logging, forwarding, resolution

Training Team

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