Job DescriptionRole PurposeThe 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.DoEnsure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reportingAcknowledge client cases as per the SLA's defined in the contractAccess client tool and log all incoming client cases accurately on the internal tool as per contractAccurately document all pertinent case information such as case number, case type, etc.
of daily cases receivedFollow standard processes and procedures to track and prioritize all client casesAccurately update the internal tool with daily cases and forward the same to respective agents and QAsAccess and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritizationMaintain and timely update internal tool for agents to speed up response timeIdentify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolutionEnsure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basisMonitor compliance with service agreements to avoid legal challengesShare recorded case logs and status reports with clients and supervisors on a daily basisDeliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelinesServe as the primary point of contact for accessing cases pertaining to a specific client using designated client toolDevelop deep understanding and use of client tool to effectively perform day to day dutiesAccess client tool and acknowledge to the client the receipt of the cases as per the SLA's defined in the contractAccurately document all pertinent case information such as case number, case type, etc.
on a daily basis for all cases receivedPrioritize cases on the levels of urgency and complexity as per the regulatory guidelines defined by the clientAccurately extract case information and create an excel listing cases along with relevant information pertaining to the casesMaintain logs and records of all client cases as per the standard procedures and guidelinesCollaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all casesEnsure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reportingEnsure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking softwareMaintain tracker of all cases received along with the allocation information for reporting purposesEnsure all client cases are resolved as per the defined SLA's and regulatory guidelines defined by the clientMaintain and share the resolution status report with supervisor and client on a daily basisShare the hourly productivity update report with supervisors and clients on a daily basisUndertake client training on specific tool features and/or any other regulatory changes introduced by client/govt.Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAsEnsure new regulatory guidelines are implemented in all client processes to avoid penalties and non-complianceLiaise between the client and internal teams on escalations of serious issues and unique queriesFollow up with agents and QAs to record feedback and ensure compliance to contract SLA's and regulationsInteract and engage with the client and internal stakeholders to communicate and update progress against a particular caseBuild capability to ensure operational excellence and maintain superior customer service levels for the existing clientUndertake trainings to stay current with any new features, changes and updates on client toolEnroll in product specific and any other trainings per client requirements/recommendationsConduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgentlyIdentifying and document most common problems and recommend appropriate changes to the team leaderUpdates job knowledge by participating in self-learning opportunities and maintaining personal networksStakeholder InteractionInternalTeam Leaders: Process Improvements, ReportingAgents & QA's: Case logging, forwarding, resolutionTraining Team: Capability developmentQuality: Case resolution & response timeExternalClient: Case tracking, reporting, acknowledgement, case prioritization as per regulatory guidelines, trainings & certificationsDisplayLists the competencies required to perform this role effectively:Functional Competencies/ SkillProcess/ technical Knowledge - Knowledge of process, process and tools - ExpertBehavioral CompetenciesCollaborative workingProblem solving and decision makingAttention to DetailExecution ExcellenceStakeholder ManagementClient (Internal) CentricityEffective CommunicationDeliverPerformance ParameterMeasureFinancials: Case prioritization as per client SLA and regulations, resolution time, penalties due to non-complianceCustomer: PCSAT and ACSAT score, Pulse score, Customer cases - received, time to forward, time-to-closure, customer references, positive customer feedbackAccount Management: No.
of cases forwarded to support staff, no.
of cases resolved per day, accurate reporting, prioritizing cases as per regulationsTeam Management: Training Hours, No of technical training completed, no.
of trainings conducted#J-18808-Ljbffr
