Job description:

Job Description Role Purpose
The purpose of this role to deliver excellent 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

📌 SME (Chennai)
🏢 Wipro
📍 Chennai