Response to all tolling and/or administration related to customer inquiries using information learned during training and using resources available through people, customer records, and knowledge management systems. Identify customer needs and ensure exact resolution. Process required transactions via mainframe or web-based applications. Submit research requests in a concise yet accurate manner. Maintained thorough knowledge of company and client programs, policies, and technology. Communicate effectively in a warm and empathetic manner. Adhere to confidentiality requirements and laws to ensure information given to authorized individuals only.