SME

The role aims to provide exceptional customer service by efficiently handling, tracking, and prioritizing client cases in accordance with regulatory guidelines. It involves ensuring timely resolution of cases as per defined SLAs by assigning them to the appropriate support team. Key Responsibilities: - Ensure operational excellence by complying with contracts and regulations, acknowledging, tracking, prioritizing, updating systems, and reporting cases accurately. - Acknowledge client cases based on contract-defined SLAs, log them into the internal tool, and document all relevant case information daily. - Follow standard processes to track and prioritize cases, update the internal tool, and forward cases to agents and QAs. - Maintain internal knowledge bases for effective case logging and prioritize urgent cases as needed. - Identify and escalate serious client issues to Team Leader for non-compliance and untimely resolution. - Share case logs and status reports with clients and supervisors on a daily basis. Primary Duties: - Act as the primary contact for accessing client cases through the designated tool, ensuring accurate case logging and prioritization. - Develop a deep understanding of the client tool to perform daily duties effectively. - Prioritize cases based on urgency and complexity, extract case information accurately, and maintain logs as per guidelines. - Collaborate with clients for trainings on new regulatory guidelines and implement changes in all cases. Tasks: - Allocate and resolve client cases as per SLAs, update internal tools, conduct training sessions on new regulations, and report regularly. - Ensure accurate recording of client cases, maintain allocation tracker, resolve cases within defined SLAs, and share resolution status reports. - Undertake client training on tool features and regulatory changes, conduct training sessions for agents and QA, and ensure compliance. - Liaise between clients and internal teams, follow up for feedback, and update progress on cases. Qualifications: - Mandatory Skill: Health and Welfare (HW) - Experience: 3-5 years Join Wipro for a journey of reinvention and constant evolution. We are committed to empowering individuals to design their reinvention and realize their ambitions. Be part of a purpose-driven business and contribute to building a modern Wipro. Applications from individuals with disabilities are encouraged.,