Job Description

Key Responsibilities

• Respond to and ensure efficient & accurate resolution to daily telephone and email inquiries pertaining to contracting and licensing issues, meeting established service level standards
• Research and investigate issues, recommend solutions, test and support implementation. Subject matter expert responsible for key projects, business analysis, and enhancement oversight
• Handle escalation resolution with minimal or no supervision
• Train and coach team members, maintain procedural documents, make and implement recommendations for process improvements, with appropriate authorizations and in accordance with applicable laws, regulations, and Foresters policies
• Daily and ad hoc reporting for management, internal, and external customers including but not limited to Quality Review, production and SLA metrics, and producer status...