Acts as liaison between departments and internal or external customers; interacts with clients by telephone, electronically or face to face to identify and support their transactional needs/requirements; proactively engages customers through reporting and personal responses; obtains, researches and evaluates all relevant information to handle inquiries and complaints; responds promptly to customer inquiries/requests; handles and resolves customer complaints; elevates unresolved issues to the appropriate resources; manages client expectations and provides consistent client updates; keeps records of client interactions, transactions, and actions taken; communicates and coordinates with internal departments as needed to resolve client issues. Participates in the implementation of goals, policies, priorities, and procedures related to business process management regarding resource allocation, human resources modeling, and coordination of people and resources; communicates and coordinates policies, practices, and procedures with department chairs/managers, vendors, reporting agencies, clients, and other customers.