• Facilitates the resolution of inquiries and escalations from internal and external clients, ensuringexceptional service delivery for financial products and services.• Manages key client relationships and leads efforts to enhance service, support, retention and growth.• Partners with peers, colleagues and managers to resolve issues and achieve goals accurately andwithin timely manner.• Executes moderately complex initiatives to address client issues and review complaints triggered byregulatory and non-regulatory alerts.• Accurately classifies risk in the case management system to address client issues while ensuringcompliance with firm policies and procedures.• Gathers, analyzes and synthesizes data to support and address issues within our practices, offices,branches and other internal facilities.• Provide subject matter expertise and provide training on policies and procedures, new or enhancedservices and procedural changes.

• Participated in planning and executing a variety of programs, services and initiatives, and monitor key indicators to ensure effective performance and control management of assigned operation/business group.• Reviewed basic initiatives including policy or process changes, process improvements, technology enhancements, and conduct regular reviews to identify efficiencies and cost savings opportunities.• Received direction from leaders and exercise independent judgement while developing an understanding of policies and procedures, best practices, and initiatives.• Participated in research, assessment, and documentation of matters relating to the business’ policy and regulatory adherence, risk mitigation, or control efforts, identify patterns and trends and looks for opportunities for procedural or control improvements within area of focus.• Presented concise and well-articulated findings and recommendations, including rationale, to facilitate resolution of identified matters and exercise independent judgment while developing expertise in the risk mitigation or control activities of the business.• Engaged in additional research and studies to enhance regulatory knowledge.• Performed/Completed administrative processes.• Provided subject matter expertise and provide training on policies and procedures, new or enhanced services and procedural changes.

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment.• Interacted with customer service team and perform moderately complex customer support tasks.• Managed risk by following all policies and procedures and staying abreast of changes to them.• Received direction from customer service supervisor and escalate non-routine questions.• Performed complex financial product services and select customer segments through a variety of channels or handling escalated, complex inquiries and issues.• Identified and resolve escalated, complex non routine inquiries from internal and external customers.• Provided subject matter expertise and provide training on policies and procedures, new or enhanced services and procedural changes.

• Lead shift operations of assigned activities, resources and staff.• Gathers information from emergency room and pre-operational clients and entered into appropriate database upon arrival.• Assisted with coordinating activities related to insurance precertification/authorization.• Provided clerical/administrative duties associated with patient registration including cash handing of co-pays. • Assigned, monitored and reviewed progress of work.• Monitored risk controls.• Provided input in review and evaluation of staff performance.• Identified improvement opportunities and business implementing.• Other duties as needed.