• Respond to inbound client emails and phone calls in a timely, professional manner • Acknowledge requests, gather required details, and confirm receipt with clients • Use approved templates and scripts to ensure consistent messaging • Escalate non-standard, urgent, or unclear requests according to defined protocols • Log all client communications accurately in GRS, JIRA, or designated systems • Document call outcomes, follow-ups, and required next steps • Route client requests to the correct department or regional team • Monitor responses and follow up when internal deadlines are missed • Communicate status updates to clients when appropriate and approved • Verify accuracy of outgoing correspondence before release • Follow escalation and approval requirements for sensitive or high-risk communications • Adhere strictly to communication, confidentiality, and documentation standards • Support inbox coverage across assigned shifts • Assist with backfill coverage during peak periods or absences • Communicate handoffs clearly across shifts and time zones