Roles & Responsibilities : 
• These individuals have a working knowledge of one technical skill.  
• They work on routine and non routine matters.  
• They handle routine questions and issues, referring complex or unexpected matters to higher level employees for assistance.   
• Resolves more complex client situations by applying demonstrated knowledge and skills generally acquired through job experience. 
• Ensures accurate and timely completion of transactions to meet or exceed client SLAs. 
• Works on preparation of SOPs / process transitions.  
• They may regularly interact with customers and first line management.  
• Takes escalated calls from providers/callers. 
• Develops tactical and operational plans to achieve key milestones in the project. 
• Ensures accurate and timely processing of transactions to meet or exceed client service level agreements. 
• Identifies and resolves issues around nonstandard pending transactions. 
• Typicall...