Do you have strong administrative and organizational skills and are looking to build experience within a customer service environment? The General Clerk Representative role within the Client Service Center (CSC) may be the right fit for you! This role supports Client Service Center operations by triaging incoming email requests, ensuring required and accurate information is provided, and assigning work to the appropriate analysts for resolution. This role plays a critical part in maintaining service quality, workflow efficiency, and timely customer responses through consistent application of intake standards and routing guidelines. The position operates in a fastpaced environment requiring strong attention to detail, sound judgment, and effective written communication.

Key Responsibilities:

• Email Intake & Triage

• Monitor and manage multiple Client Service Center email inboxes, reviewing incoming requests for completeness, accuracy, and relevance.

• Identify the nature and urgency of requests using established business rules and service level guidelines.

• Ensure required documentation and information are present before assignment; request additional details when necessary.

• Quality & Accuracy Assurance

• Validate information submitted in email or in Polaris requests to reduce rework, delays, and downstream errors.

• Apply standard intake criteria, templates, and checklists to ensure consistency and compliance.

• Flag incomplete, unclear, or misdirected requests and take appropriate corrective action.

• Work Assignment & Routing

• Assign validated requests to the correct analyst, queue, or work group based on request type, complexity, and priority.

• Balance workload distribution according to established capacity and routing guidelines.

• Documentation & Tracking

• Accurately document intake decisions, assignment actions, and followups in designated systems or tracking tools.

• Maintain logs or dashboards related to intake volumes, trends, and common issues.

• Escalate recurring issues or process gaps to leadership for review.

• Collaboration & Continuous Improvement

• Partner with analysts, sr. analysts and supervisors to clarify requirements and improve intake accuracy.

• Identify opportunities to streamline triage processes and improve customer experience. Support updates to intake guidelines, templates, and training materials as needed.

Required Qualifications:

• High school diploma or equivalent.

• 1 plus years of experience in an administrative, clerical, or contact center support role.

• Experience working with shared inboxes, case management systems, or workflow tools.

• Strong attention to detail with the ability to follow defined procedures consistently.

• Effective written communication skills and professional email etiquette.

Preferred Qualifications:

• Experience supporting operations, claims, service, or analyst-based teams.

• Familiarity with service level agreements (SLAs) and intake or triage models.

• Ability to quickly learn and apply multiple routing rules or business processes.