Customer Support

• Process cases utilizing various workflow, administrative, and LOB (Line of Business) systems accurately and cost-effectively and in compliance with internal service and state and federal regulatory standards
• Analyze cases for IGO and determine level of complexity of the request
• Determine if case should be routed/handed off to other business resource based upon the complexity of the request
• Contact the appropriate resource to assist in resolving the request, if NIGO
• This would include contacting the member, FA (Financial Associate), internal business units, vendors or external business resources
• Handles sensitive communications with customers and financial associates, which may include highly confidential information or complaints
• Resolves telephone and written inquiries from internal and external customer contacts in a prompt, efficient manner, giving correct thorough responses to needs and requests
• Documents calls, written communications, etc. made in an attempt to gather, or upon gathering the missing information needed to process the paperwork

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