Investment Banking / Us Insurance process / SME / Client Management /

We have huge openings for Banking, Us insurance, Telecom, Sales, KYC, Accounts & Technical support, candidates matching below skill set can contact :

Aditya: 8884777961

Manisha : 7996772782

Nithin : 8884496983

Alwin : 9513900438

SME (Subject Matter Expert) Roles & Responsibilities

• Acted as the

  primary point of contact for complex queries, escalations, and process clarifications

  .
• Provided

  real-time support and guidance to agents

  to improve accuracy, compliance, and productivity.
• Ensured

  adherence to SLA, KPI, quality, and compliance standards

  .
• Conducted

  process briefings, refresher trainings, and knowledge transfers

  for new hires and existing team members.
• Identified process gaps and suggested

  continuous improvement initiatives

  .
• Assisted QA and leadership teams with

  root cause analysis and corrective action plans

  .
• Maintained updated

  process documentation, SOPs, and knowledge base

  .
• Supported management during

  client audits, reviews, and performance meetings

  .

Client Management – Roles & Responsibilities

• Managed

  end-to-end client relationships

  , ensuring high satisfaction and service delivery.
• Served as the

  single point of contact for client communications, updates, and escalations

  .
• Coordinated with internal teams to

  meet client requirements, timelines, and deliverables

  .
• Conducted

  regular performance reviews, MIS reporting, and business reviews

  with stakeholders.
• Identified opportunities for

  upselling, cross-selling, and process enhancement

  .
• Ensured smooth onboarding of new clients and processes.
• Addressed client concerns proactively to

  retain accounts and strengthen partnerships

  .
• Maintained compliance with

  contractual SLAs and quality benchmarks

  .

Customer Servicing – Roles & Responsibilities

• Delivered

  exceptional customer service

  via voice, email, and chat channels.
• Resolved customer issues efficiently while ensuring

  first contact resolution (FCR)

  .
• Handled

  complaints, escalations, and sensitive cases

  with professionalism.
• Maintained accurate

  customer records, case notes, and CRM updates

  .
• Followed defined

  processes, policies, and quality standards

  .
• Demonstrated strong

  empathy, communication, and problem-solving skills

  .
• Met or exceeded

  CSAT, NPS, AHT, and productivity targets

  .
• Collaborated with internal teams to ensure

  seamless customer experience

  .

Aditya: 8884777961

Manisha : 7996772782

Nithin : 8884496983

Alwin : 9513900438