**Responsibilities** + Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. + Answer the telephone and assist callers or those making varied inquiries by email or mail with any requests for information, directing more complex matters to colleagues as necessary. Initiate contact internally and externally to convey requests, provide instructions, or obtain information on behalf of a senior colleague. + Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems. + Provide a quality service to clients while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving client problems. + Design, implement, and facilitate training programs for new hires and existing staff. + Maintain and update training materials to reflect process changes and best practices. + Conduct workshops, webinars, and one-on-one coaching sessions. + Monitor and evaluate operational processes to ensure adherence to company standards. + Perform audits and provide actionable feedback to improve performance. + Develop and track quality metrics, reporting trends to leadership. + Identify gaps in knowledge or process and recommend solutions. + Collaborate with leadership to implement process improvements. + Stay current on industry standards and compliance requirements. **Skills** + Familiarity with performance metrics and reporting tools. + Ability to manage multiple priorities in a fast-paced environment. + Achieve thoroughness and accuracy when accomplishing a task. + Receive, monitor and deal with all allocated customers. + Understand and operate effectively all client management systems. + Express ideas, request actions, formulate plans, & policies by means of clear and effective verbal communications.