**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.