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

1 - 6 years

3 - 8 Lacs

Posted:3 days ago| Platform: Naukri logo

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Work Mode

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Job Type

Full Time

Job Description

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

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