VC-Subject Matter Expert

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.