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.DoEnsure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reportingAcknowledge client cases as per the SLA’s defined in the contractAccess client tool and log all incoming client cases accurately on the internal tool as per contractAccurately document all pertinent case information such as case number, case type, etc. of daily cases receivedFollow standard processes and procedures to track and prioritize all client casesAccurately update the internal tool with daily cases and forward the same to respective agents and QAsAccess and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization
Responsibilities + Skills
Education
Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basisMonitor compliance with service agreements to avoid legal challengesShare recorded case logs and status reports with clients and supervisors on a daily basis
Experience
