Job Track Description:

\n\n Performs business support or technical work, using data organizing and coordination skills.\n Performs tasks based on established procedures.\n In some areas, requires vocational training, certifications, licensures, or equivalent experience.\n\n

General Profile

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Proficient in a range of operational processes through prior job-related experiences and training.

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Completes assignments and guides the work of peers and other team members.

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May work cross-functionally, in different areas when necessary.

\n\n Proposes improvements to processes and methods.\n Works within established procedures and practices.\n\n

Functional Knowledge

\n\n Has developed skillset in a range of processes, procedures, and systems\n Acts as a technical expert in an area.\n\n

Business Expertise

\n\n Understanding of how teams integrate and work best together to support the achievement of company goals\n\n

Impact

\n\n Impacts own team and other teams whose work activities are closely\n Impacts the end-user for a more efficient and pleasant experience.\n\n

Leadership

\n\n Serves as a team head and may allocate work.\n May give subject matter guidance to junior team members.\n\n

Problem Solving

\n\n Ability to problem-solve, allowing for evaluation of issues and solutions to provide the best outcome for the client and end-users.\n\n

Interpersonal Skills

\n\n Exchanges ideas and information effectively.\n\n

Warm and patient demeaner, showing empathy and understanding to the end user.

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Responsibility Statements

\n\n Provides customers with information that is specialized and communicated in warm empathetic manner.\n Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.\n Identifies customer needs by referring to case notes, examining each as a specific case\n 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.\n Provides customers with information that is specialized and communicated in warm empathetic manner.\n Gathers all necessary information to update the database\n Explains company policies to customers as required\n Guides end-to-end resolution of customer issues, seamlessly and efficiently\n Supports and mentors less experienced team members\n Performs other duties as assigned\n Complies with all policies and standards\n