About the role
Job Title
Subject Matter Expert
Business Unit
Virtual Care
Reporting To
State Head / Unit Head
Job Function and Role Type
Service, Individual Contributor
Version No
1.0
Job Purpose
Ensure accurate handling of 1st level escalations and queries across assigned teams. Build and motivate teams to achieve performance standards, compliance, and customer service excellence.
Key Responsibilities
Escalation and Query Handling
Handle 1st level escalations with 100% accurate resolution.
Provide coaching and feedback to call handling staff.
Ensure error-free and timely execution of customer instructions.
Team Management
Build and motivate teams to achieve service, sales, and quality goals.
Analyze and reduce escalations and repeat customer issues.
Act as backup to Team Manager during shifts, holidays, and leaves.
Call Quality
Achieve defined call quality, KAT, and e-process scores.
Deliver 90% first call resolution for non-complaint calls.
Audit and Process Compliance
Ensure adherence to audit and process requirements.
Accurately log and record customer requests in systems.
Schedule Adherence and Service Productivity
Meet defined service productivity standards consistently.
Ensure adherence to schedules and login times.
Other Operational Activities
Maintain accurate records and update attendance.
Stay updated on product and process knowledge.
Adhere to audit and compliance processes.
Education:
Graduate.
Certifications:
Banking Product Knowledge, Process Knowledge, Communication.
Key Competencies
Team spirit, interpersonal skills, communication, proactive approach, banking product knowledge.
Major Stakeholders
Internal teams, customers, and supervisors.