- Handling Billing Inquiries: Addressed and resolved customer and insurance agent inquiries related to billing and payments.- Issue Resolution: Managed and resolved complex billing issues using available resources and critical thinking skills.- Customer Relationship Management: Utilized Genesys CRM systems to manage customer interactions, track issues, and maintain accurate records.- Communication: Provided clear, concise information to customers, ensuring they understood billing processes and resolutions.- Empathy and Support: Displayed empathy and patience when handling difficult or distressed customers, maintaining a calm and professional demeanor.- Team Support: Assisted and supported other team members with challenging cases, contributing to overall team performance.- Documentation: Maintained detailed records of customer interactions and billing issues to ensure continuity of service and accurate reporting.- Performance Accountability: Took responsibility for meeting individual and departmental performance goals.