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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

• Expands skills within an analytical or operational process.

• Maintains appropriate licenses, training, and certifications.

• Applies experience and skills to complete assigned work.

• Works within established procedures and practices.

• Establishes the appropriate approach for new assignments.

• Works with a limited degree of supervision.

Functional Knowledge

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

Business Expertise

• Supports to achieve company goals by helping teams to integrate and work together.

Impact

• Impacts a team through quality of the services provided and information shared.

• Uses discretion to modify work practices and processes to achieve results or improve efficiency.

Leadership

• May give informal guidance to junior team members.

Problem Solving

• Ability to problem solve, self-guided.

• Evaluates issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

• Exchanges information and ideas effectively.

Responsibility Statements

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

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

• Performs routine call center activities concerning business products and services.

• Uses standard scripts and established guidelines while under supervision, to meet SLAs.

• Provides customers with information that is specialized.

• Communicates in a warm and empathetic manner.

• Gathers all necessary information to update the database.

• Escalates issues to senior levels, based on complaints or concerns.

• Explains company policies to customers.

• Responsible for the end-to-end resolution of customer issues.

• Performs other duties as assigned.

• Complies with all policies and standards.