SUBJECT MATTER EXPERT

Subject Matter Expert - _**Do**- **Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting**- _Acknowledge client cases as per the SLAs 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 QAs 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 SLAs 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 SLAs 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 SLAs 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