Under limited supervision in a high-volume call center, uses detailed knowledge and skills obtained through on-the-job training to administer the establishment and maintenance of new and existing client accounts.  Also, facilitates problem resolution, document processing, and Operations support.  Follows established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non-routine tasks with limited decision-making responsibility. Provide excellent customer service, professionalism and efficient support to internal and external customers.             

JOB ACCOUNTABILITY:

• Review, update, maintain and service accounts by enforcing the documentation of client/plan accounts to meet industry policies and regulations.
• Answers all incoming calls into the operational center regarding client account and compliance questions related to the account/plan type
• Scrutinizes basic information contained in all types of plan agreements. 
• Maintains accurate records/notes to ensure all plan requests are completed within regulated time allotment.
• Provide support and direction regarding required operational processes, polices and timeframes
• Assists management in identifying procedures and policies that are outdated or ineffective.
• Assists management to improve department productivity through participation in unit meetings, ongoing training and self-development.
• Maintains and files weekly statistical reports for the department.
• Performs general clerical activities, including faxing, copying and filing.
• Assists other areas of the department with various functions when volume is high and/or staffing levels are low.