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, prioritization, 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. 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 QA’s 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
• Access client tool and acknowledge to the client the receipt of the cases as per the SLA’s 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 SLA’s 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

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

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.