Support junior members and stakeholders on relevant prehire support activities and inquiries.
Manages first level escalations by responding and working with internal teams to provide timely and accurate solutions.
Support monitoring of open transactions and act as a back up of junior members in pending requests.
Performs moderately complex and one-off tasks, including transfers and white-glove onboarding requests, in compliance with service level agreement, process, policies, and procedures.
Provides feedback and input for improvements relating to processes, and policies in driving consistent, standardized and effective service delivery within Pre-Hire Support.
Creates, updates, and reviews documentation related to processing, reports and job aids used by the team.
Manages the team’s daily prioritization of tasks and ensures timely escalation of urgent tasks to Process Lead/Team Lead.
Puts forward solutions and assists in investigating and resolving issues
Contributes to various and simultaneous process improvement initiatives to streamline processes, improve customer experience, and increase productivity.
Participates in audit-related activities.
Contributes specialized expertise to different assigned projects and may provide key updates to Team Lead and Manager.