Job Description

• Master departmental procedural processes and analyze information to determine course of action, while maintaining compliance and business requirements.
• Complete due diligence and reinforce KYC policies to ensure anti-money laundering standards and prevent misrouting of funds during processing of new enrollments or changes to existing accounts.
• Research, synthesize and verify customer information to facilitate outreach and resolution.
• Identify potential fraudulent accounts using investigative skills and available resources.
• Manage multiple work queues and prioritize as necessary to provide best possible customer experience.
• Maintain professional and courteous manner while addressing customer calls or emails.
• Speak with customers to review their request (enrollment, change, etc.) and provide guidance on next steps to effectively resolve issues, while promoting a positive customer experience.
• Communicate relevant information effectively to customers and team members, including but not limited to requirements, updates, and timelines.
• Document progress and next steps taken for internal transparency.
• Any other duties applicable to the position.

• Customer facing experience is preferred.
• Experience with Salesforce or knowledge of healthcare and/or financial industry is beneficial.
• Proficiency with computer and Microsoft Office products.
• Strong attention to detail, organizational, and time management skills.
• Effective and professional communication.