In this role, you will:

Support less experienced individuals in providing resolutions for client inquiries and complaints Determine appropriate course of action and conduct investigative steps to fully identify customer issues Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction Provide subject matter expertise and interpretation of procedures to less experienced individuals Respond independently to complaints escalated at the highest level Interact with internal and external customers to resolve their issues Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team.