SME L4
Core
Deliver customer service and experience by acknowledging, tracking, prioritizing, and resolving client cases per regulatory guidelines and SLAs.
Role type
Senior Support Operations Specialist (Case Management)
Builds
Client case resolution workflows and compliance reporting
Domain
Financial Services / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Case tracking, SLA management, Regulatory compliance, Client tool proficiency, Data logging, Escalation management, Reporting, Training delivery, Stakeholder liaison, Process improvement
Preferred skills
Excel, Knowledge base management, Self-learning
Technologies
Internal tracking software, Client tools, Excel
Responsibilities
Acknowledge and log incoming client cases accurately; Prioritize cases based on urgency and regulatory guidelines; Allocate cases to agents and QAs; Monitor compliance with service agreements; Generate daily status and productivity reports; Conduct training sessions for agents and QAs on new regulations; Liaise with clients and internal teams on escalations.