Call Center Representative

• Promote strong and lasting Customer relationships in a Contact Center environment
• Provide quality Customer service and sales in an efficient and highly professional manner
• Create exceptional Customer experience with every client interaction
• Complete a broad range of financial transactions with accuracy and efficiency
• Support the achievement of business objectives
• Participate fully as a collaborative member of the team
• Actively participate in personal career development

Contact Center Representative II – Bilingual Spanish

• Provides the highest level of customer service patients and incoming callers via telephone
• Answer incoming calls in a friendly, courteous, professional & positive manner
• Maintain accurate records by verifying/obtaining patient demographic & insurance information
• Forward calls to appropriate practice/department for additional follow-up
• Document and enter messages into practice management system
• Promptly address inbound email inquiries and requests from patients
• Handle making outbound calls to schedule patients upon request
• Work collaboratively & courteously with all other departments to ensure a positive patient experience

Patient Call Center Coordinator

• Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence.
• Receive customer inquiries via phone, fax, mail, e-mail, etc.
• Probe for additional helpful information to effectively handle inquiry.
• Review computer systems and/or other reference materials to complete verification process.
• Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
• Utilize available resources to resolve or redirect inquiries in accordance with departmental process.
• Document customer inquiries and actions taken to ensure appropriate follow up.
• Follow up on unresolved issues in a timely manner, escalating call trends to management.
• Deliver an excellent customer service experience while meeting quality and production standards.

Call Center Service Associate

• Support the design and implementation of conversational AI solutions across voice and digital channels, including intent modeling, dialog design, service journeys, and self‑service automation
• Contribute to product management activities for AI‑enabled service capabilities, including roadmap development, backlog definition, and feature prioritization
• Assist in delivering AI‑powered agent assist and modern agent desktop experiences that integrate real‑time knowledge retrieval, customer context, workflow orchestration, and recommendations
• Collaborate with cross‑functional teams across strategy, design, engineering, and data to deliver AI‑enabled contact center solutions from concept through deployment
• Participate in client workshops, solution design sessions, demonstrations, and research on emerging conversational AI and contact center technologies to inform solution development

Senior Consultant – Contact Center

• Responsible for leading and developing a fast-paced customer service and dispatch support team
• Oversee a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow
• Serve as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales
• Supervise, mentor, and lead a team of Contact Center Representatives
• Manage 5-9 Contact Center Representatives
• Hire, onboard, and train Contact Center staff
• Provide ongoing coaching, mentoring, and performance feedback
• Conduct regular one-on-one meetings and team meetings
• Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules
• Foster a positive, professional, and team-oriented work environment
• Address employee performance concerns
• Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake
• Ensure accurate and timely entry of service requests into ServiceNow
• Monitor workload distribution and staffing coverage to meet business demands
• Develop and maintain operational processes and documentation
• Analyze trends and provide actionable feedback to team members

Contact Center Manager

• Provides a broad range of research, analysis, reporting, monitoring and/or operational process support within a defined area of function.
• Supports business by providing expert guidance/advice on a range of risk related matters within assigned or own area of specialization.
• Utilizes expertise to exercise sound and expert independent professional judgement and discretion in interacting and communicating with staff and senior management of the Bank with respect to regulatory risk and other matters.
• Acts as the primary subject matter expert and expected to make sound decisions in setting standards within area of expertise.
• Oversees and/or independently performs tasks from end to end.
• Builds stakeholder alignment in leading projects and activities; may provide process and subject matter advice at senior levels.

Senior Group Risk Analyst – Retail Distribution, US ATM, US Contact Center

• Provides positive and professional inbound customer service to ensure issues are resolved efficiently under all conditions, embodying attributes such as being welcoming, curious, knowledgeable, helpful, and thankful to efficiently resolve issues related to banking products and services
• Engages with prospective customers through various channels (live chat, phone, email, SMS) to guide them through consumer banking services, with a strong focus on effective problem-solving
• Takes ownership of customer concerns and resolves customer issues at first point of contact; escalates issues when necessary
• Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to digital banking products and services; escalates non-standard or high-risk transactions or activities as necessary
• Arrives on time and ready to receive/make customer calls as scheduled throughout the shift
• Engages customers/partners through a consultative approach to understand their current and future service needs; may facilitate cross-sell opportunities or refer customers to internal bank partners
• Completes a broad range of financial transactions (e.g., transfers between accounts, debit card disputes, and/or other transactions, as necessary) in an accurate and efficient manner
• Contributes to and supports business objectives; speaks up if there's a way to improve processes and procedures
• Participates in performance and development activities, including cross-training within own team
• Keeps others informed and up to date about all relevant or useful information related to day-to-day activities
• Contributes to a fair, positive, and equitable environment that supports a diverse workforce
• Acts as a brand champion for your business area/function and the bank, both internally and/or externally

Contact Center Representative

• Manage the registration, scheduling, and rescheduling processes for new and existing patients.
• Ensure accurate record management by obtaining and communicating relevant patient information, such as identification, patient history, insurance details, missed appointment policy, therapist arrival instructions, and intake forms.
• Receive, screen, and coordinate telephone calls from healthcare providers.
• Proactively make outbound calls and send emails to patient leads.

Patient Onboarding Associate – Call Center

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• Provide real time management support for the call center teams
• Monitor, adjust and troubleshoot issues and activities of call centers on a real time basis
• Identify trends, identify root cause analysis and make recommendations utilizing call center best practices to ensure efficiencies
• Revise and adjust schedules for call centers based upon planned and historical occurrences
• Coordinate telephonic changes with Telecom and business management
• Provide reports to management on the daily, weekly, monthly, quarterly, and yearly findings
• Perform related tasks as assigned by management

Call Center Analyst I

• Answer inbound calls promptly and courteously, providing scheduling support to patients.
• Schedule, reschedule, and cancel appointments across various departments and specialties using electronic health record (EHR) and scheduling systems.
• Verify insurance eligibility and obtain necessary authorizations or referrals when required.
• Confirm appointments and provide pre-visit instructions to patients.
• Coordinate appointment times based on provider availability, patient needs, and clinic flow.
• Accurately enter and update patient demographic and insurance information.
• Maintain compliance with HIPAA and all applicable federal and state regulations.
• Collaborate with clinical staff to ensure seamless patient care and scheduling accuracy.
• Address patient inquiries and escalate issues as needed to the appropriate department.
• Perform daily appointment audits to ensure accuracy and resolve discrepancies.

Medical Central Scheduling Call Center Representative

• Provide exceptional customer support for B2B clients, ensuring professional and efficient handling of incoming calls.
• Log all customer interactions accurately in the Salesforce CRM system.
• Cover topics such as product features, order placement, shipping, warranty, and stock availability.
• Troubleshoot and resolve customer issues, aiming for first-call resolution.
• Handle customer complaints with a solution-oriented mindset.
• Stay updated on products, processes, and industry knowledge through training.
• Demonstrate consistent attendance and adherence to your scheduled work hours.
• Continuously grow your understanding of the hearing healthcare industry, including key customer relationships and third-party accounts.
• Contribute to the success of the team by performing additional tasks as needed.

• Services auto loan customers, dealerships, and other financial institutions
• Creates an exceptional customer experience supporting customers with inbound phone inquiries
• Completes a broad range of financial transactions with accuracy and efficiency
• Knowledgeable of various products/services and able to communicate relevant solutions
• Follows all bank policies and procedures reducing risk to customers and the business
• Actively participates in personal career development and takes ownership of personal growth

• Responsible for maintaining overall relationship and communication with TRC Command Center, Operations Supervisors and Managers
• Responsible for delivering training sessions in adherence to schedule; on-time and within budget
• Works closely with peers in TRC Operations, FMS, IT and Performance Excellence to ensure smooth, compliant operation of ARI’s Maintenance and Accident Management programs
• Maintains Training Library and ensures that TRC-SOPs are reviewed and updated annually

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