• Managing personal work performance to meet or exceed the assigned target for team monthly performance averages, including:
• Number of Affinity calls answered, returned
• Number of Affinity Emails
• Number of GCC IM’s
• Available call hours
• Deliver successful resolution of client/customer needs using minimal phone re-directs
• Meet team average available hours to take calls
• Understand and apply escalation/expediting criteria related to the nature of the work request to ensure timely turn around for clients. For example, expediting the processing of any work stoppage certificates and/or if necessary process requests to ensure timely turn around for clients
• Maintain communication with IVD Leads, POCs and RMs on any escalations, work stoppage requests or account guidelines that require attention.

Please refer to job description.