Responsibilities Investigate and resolve complex client cases, account issues, operational exceptions, and non-routine inquiries by identifying root causes, establishing timelines of events, assessing risks and impacts, and analyzing relevant information. Develop actionable recommendations and present findings, risks, and proposed solutions to leaders and key stakeholders to support business decisions and drive continuous improvement. Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards. Answer the telephone and assist callers or those making varied inquiries by email or mail with any requests for information, directing more complex matters to colleagues as necessary. Initiate contact internally and externally to convey requests, provide instructions, or obtain information on behalf of a senior colleague. Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses. Carry out a range of client service activities, including handling client cases and inquiries that are more complex or outside the norm. Skills With some guidance, works at an intermediate level to: Achieve thoroughness and accuracy when accomplishing tasks. Receive, monitor, and support assigned customers. Understand and effectively operate client management systems. Express ideas, request actions, and formulate plans and policies through clear and effective verbal communication.