Performs customer service functions; answers telephone calls, responds to emails, responds to faxes, and assists customers in person; ascertains nature of business, directs callers/visitors to appropriate personnel, and records/relays messages; retrieves messages from voice mail or answering machine; initiates and returns calls as necessary, provides assistance and information related to applicable services, accounts, procedures, forms, fees, problems, or other issues; assists customers with service requests; responds to questions, complaints, or requests for specific service(s); researches problems and initiates problem resolution and completes the research cycle to return call to customer; and assists in resolving issues involving upset customers. Maintains file system of various files/records for the department/division; prepares and sets up files; sorts/organizes documents to be filed; files documents in designated order; retrieves/replaces files; Performs general/clerical tasks, which may include answering telephone calls, typing documents, making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail.