• Answers all types of inquiries of clients’ shared services telephone inquiries in a timely, accurate and courteous manner
• Responds to clients’ requests and facilitates resolution of their complaints
• Logs all calls in the SalesForce system accurately, completely, concisely within 24 hours and immediately refers cases or requests beyond scope to the appropriate section/staff
• Monitors unresolved/ not updated referred SalesForce cases/requests; coordinates with back-end support unit all requests and adjustments of clients records and updates SalesForce Service Requests (SR) until resolved based on agreed turnaround time
• Prepares and issues various written correspondence and facilitates clients’ requests for computation
• Prepares daily and weekly fulfillment reports accurately based on agreed turnaround time
• Handles welcome call as needed
• Prepares complaints reports
• Audits CRM and monitors open SR's of teammates
