Individuals here have a well-rounded knowledge of the policies and procedures for their work area. Their work may require discretion and independent judgment for nonroutine matters. However, the primary focus of work activity is predominately routine. They may make policy recommendations to their managers and be an escalation point for less experienced team members. 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.