Owns case management process, including opening cases (create a case for at least 60% of calls), managing escalation or reassignment where required, closing cases in accordance with Service Level Agreements, and updating case management system with customer contact and case resolution details. In partnership with Compensation and HRIS, this role will help develop and streamline processes to ensure clarity, consistency, and efficiency for some of our sign-on and referral bonus programs and assist with the tracking of these bonuses.