Ascertains the nature of the transaction/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution.

• Identifies customer needs by referring to past transactions/case notes, analyzing case by case as needed.

• Executes routine inbound and outbound call center activities concerning the business products/services, using alternatives as per standard scripts and established guidelines and under supervision, in order to meet SLAs.

• Provides customer with appropriate customized information requested.

• Derives all necessary information from customer to update database.

• Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers.