SME

Job Title:

SME

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Drive team metrics
• Monitor closure of service levels regularly.
• Ensure prompt escalations to the Team Leader.
• Supervise team in the absence of the Team Leader.
• Monitor performance and quality scores of team members .
• Identify root cause issues and recommend solutions.
• Groom new hires & provide floor support to enhance the customer experience
• Handle escalations and manage end-to-end customer complaints for ones span

Key Skills and knowledge:

• Analytical , logical reasoning & numerical skills
• Thorough knowledge of the banking industry and concepts of the industry. Must be from the banking domain
• Expertise in Excel and PowerPoint
• Flexibility to work in any shift as per the business requirement
• Ability to observe, analyze and give constructive feedback.
• Ready to work in a 24/7 shift environment with rotational shifts and weekly offs.
• Email etiquette

Must have good understanding of  the following:

• Customers reporting or querying suspicious transactions
• Confirmation of genuine or fraudulent activity
• Blocking or cancelling cards and account access
• Account takeovers or identity fraud
• Outbound validation of flagged transactions
• Customer education on fraud risks or actions taken

Educational qualification: Graduation

Disclaimer: -

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

IND Hyderabad - Unit No. 201, 2nd Flr, Building 4 at Mindspace

Language Requirements:

Time Type:

Full time2026-03-24

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