SME L3
2 days ago• Pune, India
City: Pune
State/Province: Maharashtra
Posting Start Date: 1/29/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description:
Job Description
Role Purpose
Responsibilities :-
1.Ensuring that customers receive excellent customer service in a written format to include post, email and other forms of communication.
2.Raising complaints within the Respond system.
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3.Working DSARS within regulatory timeframes, with attention to detail.
4.Working Credit amendments within business timeframes from requests via various forms of contact. Updating the 3 main Credit reference agency system to ensure customer credit files are correct and showing accurate and up to date information in order to satisfy any query or complaint that is presented to the business.
5.Making outbound telephony calls at the customer's request, or when appropriate to support customer queries received via a correspondence format.
6.Ensuring that complaints received from digital channels are logged and recognized within a timely manner and customer dissatisfaction is recognized and addressed appropriately.
7.Ensuring that customer emails and queries are responded too promptly, and of high standard addressing all points raised and requests outlined.
8.Providing first class administrative support to the Group Complaints Department by fully owning and supporting our customers through the complaint journey, along with helping and supporting colleagues as and when required within the department and business.
9.Assisting customers and other third parties with general queries, undertaking instructions received as appropriate in an accurate and timely manner. Resolve all queries to a satisfactory conclusion, referring more complex queries to relevant departments. In addition, support outbound telephony contact for ad-hoc tasks (non- sales related), campaigns and customer contact exercises.
10.Providing any other additional administrative support to the Group Complaints Department where appropriate that may include, but are not exclusive to Digital communication.
11.Maintaining a comprehensive and up to date knowledge and understanding of Motor Finance products and services, providing accurate information and proactively promoting them where appropriate
12.Maintaining an up-to-date knowledge of regulatory and legislative information related to Motor Finance products and services (e.g. ICOB, FCA Rules, Money Laundering, Data Protection, etc.) as advised by Line Management. Ensure all Money Laundering issues are reportedappropriately.
13.Maintaining good knowledge and understanding of all relevant policies and procedures relevant to the role, being compliant with these policies and procedures at all times.
14.Treating customers fairly and aim to deliver fair customer outcomes in all of our day-to-day processes.
15.Working as part of a team - supporting, motivating and assisting colleagues in the operation of the department and throughout the business.
16.Recognising and recommending improvements to Company procedures to ensure the efficiency and effectiveness of the business.
17.Ensuring that all system-based records are maintained in an accurate and timely manner (and ensure that data integrity is maintained at all times) as prescribed by regulatory, legislative and company procedures.
18.Continuing to develop self and role by studying relevant training materials and product information and continually develop and improve product knowledge.
19.Ensuring that prompt and regular communication and support is maintained between all internal and external parties to ensure seamless and consistent service levels are maintained at all times, reporting exceptional matters to line management.
20.Undertaking any other reasonable tasks as requested by line management.
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
Mandatory Skills: Investment Banking(Back Office) .
Experience: 3-5 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
Client-provided location(s): Pune, India
Job ID: Wipro-117845
Employment Type: OTHER
Posted: 2026-01-29T18:42:09
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion