Subject matter expert

Role Purpose

The purpose of this role 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

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

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

1. 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
2. Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software
3. Maintain tracker of all cases received along with the allocation information for reporting purposes
4. Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client
5. Maintain and share the resolution status report with supervisor and client on a daily basis
6. Share the hourly productivity update report with supervisors and clients on a daily basis
7. Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt.
8. Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs
9. Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance
10. Liaise between the client and internal teams on escalations of serious issues and unique queries
11. Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations
12. Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders

Process Improvements, Reporting

Agents & QAs

Case logging, forwarding, resolution

Training Team

Capability development

Quality

Case resolution & response time

External

Client

Case tracking, reporting, acknowledgement, case prioritization as per regulatory guidelines, trainings & certifications

Display

Lists the competencies required to perform this role effectively:

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

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

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

Deliver

No.

Performance Parameter

Measure

1. Financials

Case prioritization as per client SLA and regulations, resolution time, penalties due to non-compliance

2. Customer

PCSAT and ACSAT score, Pulse score, Customer cases - received, time to forward, time-to-closure, customer references, positive customer feedback

3. Account Management

no. of cases forwarded to support staff, no. of cases resolved per day, accurate reporting, prioritizing cases as per regulations

4. Team Management

Training Hours, No of technical training completed, no. of trainings conducted