**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