· Resolve and handle transactional and administrative issues relating to areas such as leave administration, wage statements, unemployment claims, benefits administration etc
through comprehensive and accurate research within commitment guidelines
· Communicate resolution to callers with clarity via the telephone or e-mail
· Identify trends and high volume inquires that may indicate corporate-wide issues; inform management as appropriate
· Escalate non-transactional, production, or interpretative policy issues promptly and according to established protocols
· Maintain service level agreements