•Ensuring fast and high-quality customer service in digital channels 24/7
•Managing key customer service goals and KPIs, fostering long-term client relationships
•Leading and developing a team, enhancing specialist competencies, and building team spirit
•Preparing responses to official requests from individuals and businesses
•Assisting government relations and legal teams in drafting responses to government agencies, attorneys, and client inquiries
•Increasing digital customer interactions through automation, process optimization, and innovative service improvements