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.