Skills and Abilities: Excellent verbal and business writing skills; ability to effectively handle diverse customers and to express empathy and concern; Proficient in ability to analyze complex data, research problems and make sound decisions using own judgement, manuals, and available resources; Successful working independently and in groups, competent in presenting information to team members and customers; Highly capable of organizing and prioritizing multiple work assignments, paying attention to detail and focusing on quality; Highly proficient in Microsoft Office, especially managing Outlook emails. 40% - Identify middle market to high impact customer issues or concerns by listening and clarifying the customer's comments, researching system files, procedures, and guidelines to determine the action needed, then provide an accurate verbal or written response to the customer, regarding existing coverage levels and recommend additional products or services to minimize coverage gaps when applicable.