Subject Matter Expert

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

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Process/ technical Knowledge – Knowledge of process, processand tools - Expert

• 
  Behavioral Competencies
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Stakeholder Management
  • Client (Internal) Centricity
  • Effective Communication

Deliver

MDM - Airwatch

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