• Use internal knowledge materials and resources to quickly and accurately answer client inquiries, related to benefits coverage and service experience issues (ie. coverage eligibility, billing, refunds, clinical complaints, service interruptions, etc.). • Resolve complex and/or escalated inquiries that require investigation and a high degree of empathy, ensuring every interaction with Talkspace leaves our clients feeling cared for, understood and supported. • Participate in non-inbound volume related department operations speciality projects aimed to further support our clients in their full journey at Talkspace. • Educate clients on self-service resources available to them through our platform. • Follow up with clients when necessary to ensure resolution and satisfaction. • Identify client contact reason trends and roll up potential issues that may be interrupting service for client to leadership daily, as needed. • Keep up with business updates to ensure the assistance provided to clients is accurate. • Ability to meet productivity and quality benchmarks set by leadership. • Contribute to the improvement of our department by suggesting updates to departmental knowledge resources (internal knowledge base, correspondence templates). • Recommend changes to existing support processes and/or implementation of new standard processes aimed at improving employee productivity and job satisfaction. • Attend all department meetings, coaching sessions, 1:1s, etc., as scheduled. • Serve as onboarding buddy to department new hires and participate in onboarding training as SME, as needed. • Performs other related duties as assigned.