•Work with vendors to run and validate unlicensed staff verification checks. •Communicate via email and phone calls for unlicensed staff requirements to agents. •Interpret and apply concepts based on company policies and procedures, as well as state regulations. •Maintain a minimum of the set standard of production requirements and accuracy levels.

•Accurately input all required information and documentation in administrative system. •Make outbound 24 hour contact calls to all complainants. •Coordinate workflow for escalation advocates based on incoming volume. •Provide coaching to individuals and managers to ensure all complaints are complete. •Log, route and facilitate producer concerns. •Assist co-workers in closing complaints and document as needed.

•Investigate and respond to inquiries received via email and fax. •Provide assist phone teams in overflow calls. •Research escalated and/or complex phone or correspondence requests. •Provide support for questions from Contact Center Representatives. •Represent the Contact Center on projects/initiatives as may be needed.