Subject Matter Expert

Kuala Lumpur, Malaysia
- DOP
- 3078806

**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._

**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 to the client the receipt of the cases as per the SLA’s defined in the contract _
- _Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received_
- _Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client _
- _Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases_
- _Maintain logs and records of all client cases as per the standard procedures and guidelines_
- _Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases_
- **Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting**
- _Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software _
- _Maintain tracker of all cases received along with the allocation information for reporting purposes _
- _Ensure all client cases are resolved as per the defined SLA’s and regulatory guidelines defined by the client_
- _Maintain and share the resolution status report with supervisor and client on a daily basis_
- _Share the hourly productivity update report with supervisors and clients on a daily basis_
- _Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt. _
- _Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs_
- _Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance_
- _Liaise between the client and internal teams on escalations of serious issues and unique queries_
- _Follow up with agents and QAs to record feedback and ensure compliance to contract SLA’s and regulations_
- _Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case_
- **Build capability to ensure operational excellence and maintain superior customer service levels for the existing client**
- _Undertake trainings to stay current with any new features, changes and updates on client tool _
- _Enroll in product specific and any other trainings per client requirements/recommendations_
- _Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently _
- _Identifying and document most common problems and recommend appropriate changes to the team leader_
- _Updates job knowledge by participating in self learning opportunities and maintaining personal networks_

**Stakeholder Interaction**

***

**Stakeholder Type**

**Stakeholder Identification**

**Purpose of Interaction**

**Internal**

Team Lea