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)