Trained in multiple Healthfirst LOBs for both Member and Provider Family of Products (FOPs) Compliance & Regulatory Responsibilities : See AboveLicense/Certification: N/A -Interacts with customers to provide information in response to inquiries about products and services.-Identify, research, and resolve customer issues using appropriate methods and tools.-Effectively manage face to face encounters.-Handle and resolve customer complaints.-Ability to navigate through information systems to analyze the caller’s situation.-Serves as a liaison between the customer and various departments.-Other duties as assigned by the management team.-Work flexible schedules, nights, weekends, holidays, and/or overtime with limited notice.-Ability to multi-task, prioritize, and manage time effectively. This individual receives and addresses member & provider inquiries, de-escalates and resolves complaints, educates clients, engages in member retention activities, and escalates issues requiring additional intervention across all Lines of Business (LOBs) within a face-to-face, telephonic, and/or Omni-channel contact center environment.