• Serves as the Customer Care department’s primary point of contact for questions from other business units, staff and brokers/clients. • Assists the Supervisor in daily activities to ensure exceptional customer service is maintained. • Assist with coaching, developing and motivating team members. • Facilitate team meetings and training sessions. • Assist with designing and updating procedures for tasks and transactions. • Participate and support continuous improvement initiatives; identify gaps and perform root cause analysis. • Monitor work volumes and prioritize workloads to help meet team metrics. • Serve as a resource for team members on policies and processes. • Lead or assist with project initiatives, including providing requirements and testing. • Build proactive and meaningful customer relationships, with a focus on improving the customer experience. • Leverage synergies with business groups to create mutual success.