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 & ValidationAssess complex and ambiguous casesValidate decisions before executionIdentify compliance, fraud, financial, and customer-trust risksHandle edge cases outside documented guidance Quality & Risk ControlAct as a quality gatePrevent error leakage and reworkSupport audits and deep divesDrive consistency across agents and teamsKnowledge StewardshipMaintain playbooks and FAQsLead teach-backs and case reviewsIdentify documentation gapsSupport onboarding and upskillingCross-Team EnablementPartner with the supervisorSupport process changes and pilotsAlign teams on CRT processesHelp 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 proceduresStrong understanding of order management, complaint resolution, approvals, and exception handlingKnowledge of compliance, financial risk, and quality controlsRoot cause analysis and problem-solving skillsExcellent written and verbal communication skillsCoaching, mentoring, and knowledge-sharing capabilityStakeholder management and cross-functional collaborationAbility to analyze complex situations and make sound recommendationsProcess documentation and continuous improvement skillsProficiency with HP operational systems and Microsoft Office toolsAbility 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"
