Job description:

Job Description
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.
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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 reliable 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
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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 recei

📌 SME (Mumbai)
🏢 Wipro
📍 Mumbai