• Respond to customer inquiries via inbound phone calls and written correspondence; may also initiate outbound calls, as needed. • Review, analyze and process customer transactions such as address changes, stop payments, and related requests to ensure timely resolution. • Ability to navigate multiple systems and screens simultaneously while speaking to a customer. • Communicate daily with internal and external customers to provide guidance on product features, processes, and new product and service offerings. • Champion the customer experience by ensuring satisfaction through ongoing education and support. • De-escalate challenging situations by analyzing issues, collaborating with partners, and resolving complex customer concerns. • Maintain the accuracy and integrity of customer accounts through call follow-up, documentation, and work item management. • Continue skill development to confidently handle more complex interactions, demonstrate leadership qualities, and actively contribute to ongoing service improvements and enhance customer experiences.