ul>Serves as a resource, trainer, and technical expert in an assigned area; Manages complex and technical cases that require the application of broad knowledge of the legal guidelines and procedures associated with the particular assignment; May serve in a lead capacity over a team of clerks assigned to the same operational functions; Assists the supervisor with staff scheduling, work assignment, training, and reviewing the work of unit staff; Routinely trains and mentors less experienced staff; Resolves more complex customer service issues received by phone, email, fax, mail, or in person; Recommends process improvements and assists in implementation; Serves as backup to supervisors in their absence. Intermediate (Knowledge of common commands such as creating a title; using, modifying, and creating styles; setting up the ruler; indenting paragraphs, using tabs and tables; inserting captions, footnotes, endnotes, special characters, or hard page breaks; using page numbering; creating headers and footers; inserting graphics; inserting an equation, adding comments and tracking changes.).