Service Center Representative

Listen to and resolve customer inquiries using standardized intake procedures, knowledge management systems, and reference materials. Interpret system-wide initiatives, escalate complex cases via call transfer protocols, and ensure compliance with data security and functional policies. Prioritize tasks to meet Service Level Agreements while maintaining and updating knowledge base content. Document issues accurately and protect sensitive information in accordance with record handling and retention requirements. Collaborate with team members to foster a productive environment and assist with ad-hoc projects, including extended hours when required.