• Become proficient in all knowledge base requirements in order to resolve clients’ needs as efficiently as possible • Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation and relevant data • Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy • Manage inbound calls, emails and texts in a timely and efficient manner • Identify client needs, research issue and provide solutions and/or alternatives • Build sustainable relationships and engage clients by providing best-in-class service • Meet and/or exceed established verification guidelines and key performance criteria • Work closely with our peers and BPO partners to deliver on client SLAs • Work across the organization as needed to resolve requests and correct issues/problems • Contact external vendors/clients/customers to determine status updates, vehicle locations and to gather information to ensure program requirements are maintained • Identify areas of process improvement • Effectively communicate • Perform other duties as deemed necessary by management