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

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

Develop deep understanding and use of client tool to effectively perform day today duties

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

Undertake 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 QAs

Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance

Liaise between the client and internal teams on escalations of serious issues and unique queries

Follow up with agents and QAs to record feedback and ensure compliance to contract SLA's and regulations

Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case

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

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders

Process Improvements, Reporting

Agents & QA's

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

Defined Benefit (DB)