**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.
**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