PREFERRED QUALIFICATIONS - At least one-year customer service experience preferred. - Call Center experience preferred. - Advanced Typing/keyboarding skills preferred. SPECIAL JOB REQUIREMENTS: - Specific job assignments may require day, evening, weekend or holiday hours. - Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.gred. - Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation. - Handles executive escalations to the office of the president as well as any other escalation as directed by management. - Handles regulatory escalations. - Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation. - Coordinates effectively with other departments as needed to resolve customer issue. - Communicates effectively and timely to regulatory agencies as required per service level agreements. PREFERRED QUALIFICATIONS - At least one-year customer service experience preferred. - Call Center experience preferred. - Advanced Typing/keyboarding skills preferred. SPECIAL JOB REQUIREMENTS: - Specific job assignments may require day, evening, weekend or holiday hours. - Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., split shifts, unexpected volume spikes, disaster recovery, etc.) as determined by the Company. - Be available, accessible and ready to work during established work schedules and shifts, e.g. on phone/available status in accordance with adherence measures as determined by the Company. - Occasional overtime may be required. - Ability to complete all required training in a virtual environment inclusive of required knowledge checks as determined by the Company. - Be available, accessible, and accountable to participate in required security awareness training and testing (e.g., able to understand and validate knowledge of company requirements, compliance, and policies) as determined by the Company. - Be available, accessible, and accountable to comply with organizational security and compliance standards and participate in required security monitoring and audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, home inspection of workspace, etc.)as determined by the Company. - Be accountable to protect workstation configuration and prevent configuration changes or personalization while using all technology tools as determined by the Company. - Follow WFH logistics guidelines (e.g., equipment receipt, equipment setup, travel considerations, workstation security processes, equipment return policies and processes, etc.) as determined by the Company. - Be available, accessible, and accountable to follow technical support processes (e.g., setup, troubleshooting, escalations, communications, etc.) as determined by the Company. - Be available, accessible, and accountable to participate in recurring management routines as determined by the Company. These virtual meetings and routines may include, but are not limited to, attendance and participation at all required and ad hoc meetings (e.g., team huddles, coaching, disciplinary actions, training, investigatory meetings, grievances, etc.). These virtual actions will take place viaa variety of methods as technology allows and is developed, and may include telephone, teleconference software, video conference, messaging software, etc. as determined by the Company. - Maintain a workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.) as determined by the Company. - Be available and accountable to regularly (e.g., daily, weekly, etc.) access performance management tools and review individual performance (e.g., dashboards, reports, etc.) as determined by the Company. - Be available, accessible, and accountable to participate in interaction and communication-related policies, processes, and audits inclusive of all work time not just interactions directly with customers. (e.g., remote desktop observation call and screen recordings, livewebcam monitoring, chat audits, etc.) as determined by the Company. - Be available, accessible, and accountable to participate in manual and automated remote monitoring policies and practices (e.g., voice and screen recordings, desktop observation without notification, voice and chat analytics, real-time agent feedback inclusive of automated intelligence tools, etc.) to identify and address training, coaching, and quality opportunities as determined by the Company. - Be accountable to participate in and follow all organization-wide and WFH-specific published policies (e.g. Code of Conduct, Time Keeping Policy, etc.) as determined by the Company. - Must meet Minimum workspace requirements include verified internet service with upload/download ability as determined by the Company and established dedicated work area (desk, chair, electrical outlet, direct LAN connection) PHYSICAL REQUIREMENTS Ability to sit or stand for long durations (e.g., 8 hours) and engage with customers as dictated by needs of the business. BASIC QUALIFICATIONS TESTS: Applicants will be expected to pass any assessments or tests associated with the position. TRAINING - Classroom and/or virtual training as dictated by needs of the business (e.g. in other areas within the broad duties of general customer care once competency has been demonstrated). - On-the-job training