Takes escalated calls from providers/callers.  Develops tactical and operational plans to achieve key milestones in the project. May coach and mentor less experienced team members. Assists in preparing SOP for new process. Ensures accurate and timely processing of transactions to meet or exceed client service level agreements. Identifies and resolves issues around nonstandard pending transactions. Skills Required  Solid computer skills. Strong communication skills. Strong customer service skills. Strong attention to detail, time management and organizational skills.