Served as a resource to Customer Service representatives working with the agents. Helped CSR’s navigate the system when answering agent’s questions; including assisting reps in figuring out the agent’s commissions and ensuring they were paid correctly. Solved problems that may have occurred when application was processed. Acted as manager on duty. Handling escalated calls and complaints from agents.Conducted one on one coaching for new and current employees assisting them with ways to handle difficult agents and calls.Ensured that applications are being processed in a timely manner by immediately reviewing application and by checking to make sure all requirements are in.