• Deliver exceptional service in a fast-paced contact center by resolving complex inquiries, supporting policy updates, and ensuring compliance with company and PCI standards. • Retain members through effective problem-solving, professional communication, and accurate documentation of all interactions. • Identify opportunities to upsell and cross-sell insurance products while maintaining a customer-focused approach. • Handle escalated contacts with courtesy and professionalism, collaborating with internal teams to provide seamless customer experience. • Consistently meet and exceed individual and team performance goals in a high-volume environment.