- Handle inbound phone calls with members, delivering clear, empathetic, and solutions-focused support
- Develop, maintain and execute processes that provide key services to users across phone, chat, and email channels
- Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently
- Resolve unique situations and improve workflows to account for new or uncommon issues
- Ensure a positive member experience by actively listening, de-escalating when needed, and following up on open issues
- Communicate complex financial topics clearly and confidently over the phone
Written communicationVerbal communicationCustomer support