Call Center Representative III

Role overview Handle a high volume of customer and client inquiries by phone and other channels, resolving complex questions and escalations with a focus on first contact resolution. The role also involves processing account updates, coordinating with internal teams, and helping newer representatives learn procedures.

Responsibilities - Research and resolve customer issues by applying knowledge of business rules, products, and procedures. - Gather information, offer appropriate options, and document interactions in the relevant systems. - Identify root causes and coordinate with other departments when an issue needs additional support. - Process routine and less common customer or client profile updates. - Support customer retention where appropriate and serve as a resource for new team members. - Help with departmental projects and provide backup for administrative processing during busy periods.

Requirements - High school diploma or GED. - Four to six years of related experience. - Ability to manage complex inquiries, make sound decisions, document work accurately, and coordinate across teams.