- Analyzes call reports and implements changes for efficiency
- Performs daily activities to meet and exceed performance metrics
- Assists to implement improvements that will advance the customer care center’s metrics
- Maximizes a positive customer experience by identifying, understanding, and resolving inquiries; maintain oversight of service delivery, taking responsibility for escalated issues
- Produce reports and maintain records as required by upper management
- Communicates to clarify, persuade, and influence audience. Adapts communication style to audience
- Maintains thorough and current working knowledge of procedures, methods and regulatory requirements

- Highly proficient and advanced computer skills
- Outstanding time management abilities
- Excellent written, verbal, and oral communication skills
- Model behaviors that demonstrate commitment to corporate values
- Experience in addressing customer needs
- Contribute to positive team environment
- Excellent attention to detail and organizational skills
- Strong analytical and problem solving ability