CRT Subject Matter Expert

Job description

CRT Subject Matter Expert Description - Job Summary 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. Job - Services Schedule - Full time Shift - No shift premium (Costa Rica) Travel - Relocation - Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal "