The SME was defined as the trusted authority for complex, high-risk, or non-standard scenarios within SECR/CRT Back Office operations. The role was intended to:

• Support accurate decision-making
• Ensure compliance
• Prevent financial and reputational risk
• Support training for Order Processors and PMPS
• Draft new processes and coordinate updates with BPA teams

• Responsibilities

  Expert Advisory & Validation

  • Assess complex and ambiguous cases
  • Validate decisions before execution
  • Identify compliance, fraud, financial, and customer-trust risks
  • Handle edge cases outside documented guidance

  Quality & Risk Control

  • Act as a quality gate
  • Prevent error leakage and rework
  • Support audits and deep dives
  • Drive consistency across agents and teams

  Knowledge Stewardship

  • Maintain playbooks and FAQs
  • Lead teach-backs and case reviews
  • Identify documentation gaps
  • Support onboarding and upskilling

  Cross-Team Enablement

  • Partner with the supervisor
  • Support process changes and pilots
  • Align teams on CRT processes
  • Help teams make confident decisions without becoming a bottleneck
  
  
  Education & Experience Recommended
  • Four-year Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
  • Typically has 0-2 years of work experience, preferably in telephone support, microcomputer industry, or a related field.
  
  Preferred Certifications
  NA
  
  Knowledge & Skills
  • Advanced knowledge of CRT/SECR processes, policies, and escalation procedures
  • Strong understanding of order management, complaint resolution, approvals, and exception handling
  • Knowledge of compliance, financial risk, and quality controls
  • Root cause analysis and problem-solving skills
  • Excellent written and verbal communication skills
  • Coaching, mentoring, and knowledge-sharing capability
  • Stakeholder management and cross-functional collaboration
  • Ability to analyze complex situations and make sound recommendations
  • Process documentation and continuous improvement skills
  • Proficiency with HP operational systems and Microsoft Office tools
  • Ability to work independently and exercise good judgment with minimal supervision
  
  
  Cross-Org Skills
  • Effective Communication
  • Results Orientation
  • Learning Agility
  • Digital Fluency
  • Customer Centricity
  
  Impact & Scope
  • Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.
  
  Complexity
  • Learns to apply basic theories and concepts to work tasks.
  
  Disclaimer
  • This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.