• Central communication hub: coordinate communication between internal departments and customers • Relationship building & customer retention: develop and maintain long-term customer relationships • Needs analysis & satisfaction: identify individual customer needs • Proactive customer communication: inform customers about new benefits and developments • Portfolio development & implementation: expand the benefits offering and implement innovative bonus models

• Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems • Researches and resolves problems and errors which may include those related to fraud support and internet operations • Obtains a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures • Acts as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues

• Responsible for handling and resolving intricate inquiries received through inbound calls and chats • Provide exceptional customer service during a project-specific "surge" • Ensure every interaction follows Federal Title IV-D regulations, state privacy laws, standard operating procedures, and company policies • Conduct case research, execute financial assessments, clarify legal enforcement actions, assist with paternity and case initiation • Provide updates on modification statuses, document member information, and process requests for state forms

• Team Supervision • Day to day management of workflow to meet required KPIs and SLAs, ensuring staffing is appropriate and shifts are covered due to schedule or unscheduled absences • Monitor team members performance using multiple communication platforms • Managing time and attendance for the team • Manage department actual OT to within budgeted OT • Review process and procedure for efficiency and accuracy • Participate in recruiting, interviewing, hiring, and onboarding experience • Team Development • Conduct ongoing discussions with direct reports • Prepare and review performance goals and progress throughout the year, updating progress in UKG • Provide coaching, development, and corrective actions to team members • Prepare and deliver team member report cards and PIP’s when necessary • Follow up on Quality Assurance feedback and review with individual team members • Collaborate with supervisory team on areas of opportunity for future training • Recommend training • Provide team member annual evaluations • Customer Contact • Handling customer escalations via all channels as needed • Work with other departments on escalations by providing guidance and direction on the best solution • Escalate issues on as need basis to leadership related to cross department or interdepartmental communications for guidance on appropriate resolution • Handle incoming customer contacts through all channels as needed during high volume periods