SME L2

Role Purpose

The purpose of this role is to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.

Do Ensure Operational Excellence

• Through contract and regulatory compliance
• Effective case acknowledgment
• Tracking and prioritization of all client cases
• System updation and reporting

Acknowledge Client Cases

• As per the SLA’s 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.

Track and Prioritize Cases

• Follow standard processes and procedures
• Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defined by the client
• 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

Allocate and Resolve Cases

• Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools
• Train sessions on new regulations and regular reporting
• Allocate cases to agents and QAs by accurately recording all client cases on the designated internal tracking software
• 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

Build Capability

• 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
• Identify and document most common problems and recommend appropriate changes to the team leader

Mandatory Skills

• Drone Scan
• Experience: 1-3 Years

Pay

The expected compensation for this role ranges from $37,500 to $83,600. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience.

Schedule

Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.