Job Track Description:

• Performs business support or technical work, using data organizing and coordination skills.

• Performs tasks based on established procedures.

• In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile

Proficient in a range of operational processes through prior job-related experiences and training.

Completes assignments and guides the work of peers and other team members.

May work cross-functionally, in different areas when necessary.

• Proposes improvements to processes and methods.

• Works within established procedures and practices.

Functional Knowledge

• Has developed skillset in a range of processes, procedures, and systems

• Acts as a technical expert in an area.

Business Expertise

• Understanding of how teams integrate and work best together to support the achievement of company goals

Impact

• Impacts own team and other teams whose work activities are closely

• Impacts the end-user for a more efficient and pleasant experience.

Leadership

• Serves as a team head and may allocate work.

• May give subject matter guidance to junior team members.

Problem Solving

• Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

• Exchanges ideas and information effectively.

Warm and patient demeaner, showing empathy and understanding to the end user.

Responsibility Statements

• Provides customers with information that is specialized and communicated in warm empathetic manner.

• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.

• Identifies customer needs by referring to case notes, examining each as a specific case

• Handles escalated transactions where the front line has exhausted all options or when the customer insists on speaking with a manager or the corporate office.

• Provides customers with information that is specialized and communicated in warm empathetic manner.

• Gathers all necessary information to update the database

• Explains company policies to customers as required

• Guides end-to-end resolution of customer issues, seamlessly and efficiently

• Supports and mentors less experienced team members

• Performs other duties as assigned

• Complies with all policies and standards