Key Responsibilities

• Serve as the primary point of contact for customers across phone and digital channels, resolving complex policy, coverage, billing, and service inquiries end-to-end with professionalism and care
• Apply established guidelines and approved exception processes to resolve non-routine issues, including complex and sensitive customer situations
• Utilize AI-powered tools that provide guided workflows, suggest next steps, and support summarization of customer interactions to provide accuracy and efficiency in resolving customer needs
• Review and validate AI-generated call summaries and case notes before final submission, exercising judgment to ensure accuracy and alignment with policy, procedure, and customer intent
• Maintain accurate, complete, and timely documentation of customer interactions in accordance with recordkeeping, privacy, and regulatory requirements
• Identify issues requiring escalation and coordinate with internal partners, supervisors, or specialist teams to achieve resolution
• Provide input on recurring issues, knowledge gaps, or process improvement opportunities through established feedback mechanisms 
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