• Acts as a Subject Matter Expert (SME, assists other team members handling consumer issues, as needed.) • One who has a clear understanding and working knowledge of call center • Resolves service problems using independent judgment; selects and explains the best solution to solve the problem; expedites correction or adjustment; following up to ensure resolution. • Independently interact with our clients and various internal/external business partners to provide timely and complete resolution to inquiries/requests within established time frames • Will talk directly with customers, and other agents via telephone; must have the ability to build rapport and diffuse difficult conversations through soft skills and active listening. • Collects consumer information and analyzes customer needs via telephone. • Gathers information, researches/resolves inquiries based on policy, • Assists with complaints, errors, enrollment questions, billing, and cancellations.