Flores & Associates, LLC

• Serve as point of contact for participants, clients, brokers, and co-workers related to COBRA benefit services. • Work closely with COBRA and Account Management team. • Acquire necessary technical DOL Code and general employee benefit knowledge regarding COBRA administration. • Maintain confidentiality of information. • Provide exceptional customer service to clients. • Communicate with participants, clients, brokers and co-workers via phone or other means to answer questions and address escalations. • Process/Import COBRA Notification of Qualifying Events and Initial Rights Notices received from clients on-line, fax and email. • Verify accuracy of data prior to entering it. • Send out welcome emails to all new clients and client contacts. • Assist COBRA clients with the online portal. • Report FSA and HRA account terminations to Enrollment Specialists. • Manage mail returned to us as undeliverable. • Distribute monthly checks to clients.

• Review, validate, and quality-check benefit plan builds within internal systems. • Identify discrepancies or missing elements in plan configurations and coordinate updates. • Load, audit, and reconcile employee enrollment data. • Monitor inbound and outbound eligibility files and escalate discrepancies. • Partner with the EDI team to confirm specifications and testing requirements. • Serve as a liaison between Implementation, EDI, Claims, and Operations teams. • Prepare internal project artifacts including summaries and validation documents. • Perform audits of enrollment files, claims setup items, and plan configuration data. • Perform other duties as assigned.

• Provide a high level of customer service to assigned brokers, clients and participants where applicable by creating and fostering a positive relationship with all parties. • Assist clients and brokers through multiple channels – including emails, scheduled conference calls and adhoc phone calls. • Monitor and manage assigned work in a timely manner via our CRM system as well as within our operational systems. • Utilize and articulate knowledge of necessary technical IRS Code and general employee benefit knowledge regarding Flexible Spending Accounts, Cafeteria Plans, Health Reimbursement Arrangements, HSA administration, COBRA, and Direct Reimbursement models to address client/participant questions and inquiries. • Research technical and legal questions posed by clients and brokers using available resources. • Support new client implementations as needed and assist the implementation team in adding additional lines of services to pre-existing groups. • Manage the required daily tasks for assigned accounts – including but not limited to account audits and reconciliation on both an individual and corporate level. • Respond timely and professionally to escalations; employ appropriate tactics to appropriately deescalate situations as necessary. • Prepare for and execute seasonal activities such as re-enrollment and non-discrimination testing in a timely manner. • Be responsible for the financial oversight of all accounts within your assigned book of business and identify root cause as well as solution for financial issues at the corporate and participant level where applicable. • Assist teammates with varied questions and escalations daily; provide timely feedback and direction to help them support their clients. • Take incoming calls in a phone queue for clients who reach out to our team for general support on an as needed basis. • Perform other duties as assigned. • Maintain quality work that exemplifies and promotes our company’s core values.

• Develop and maintain strong, positive relationships with assigned broker partners. • Serve as the primary point of contact for brokers, providing timely and accurate responses to inquiries and requests. • Regularly engage with brokers to understand their needs, challenges, and goals, and offer tailored solutions that align with our services. • Coordinate and oversee the delivery of services to brokers, ensuring that all commitments are met and that brokers receive a high level of support. • Collaborate with internal teams, including Account Management, Operations, and Customer Support, to resolve broker-related issues promptly and effectively. • Monitor service delivery performance, identify potential areas for improvement, and implement corrective actions as necessary. • Facilitate communication between brokers and their clients, assisting brokers in presenting our products and services to clients. • Help brokers manage escalations or complex client issues by leveraging internal resources for resolution. • Partner with Business Development Directors (BDDs) to support growth opportunities within broker partnerships, without owning the sales process directly. • Provide brokers with regular updates and reports on service usage, client activity, and other relevant metrics. • Analyze data to identify trends, opportunities, and areas for improvement, sharing insights with brokers. • Gather feedback from brokers on products, services, and processes, driving enhancements with internal teams.

• Lead, develop, and manage a team of 3–4 supervisors and their respective teams, ensuring strong performance, accountability, and engagement. • Oversee day-to-day call center operations, including service delivery across CDH and COBRA participant support. • Serve as an escalation point for complex participant issues, ensuring timely and accurate resolution. • Own workforce management (WFM) functions, including scheduling, real-time adherence (RTA), and staffing optimization. • Develop and maintain volume forecasts and capacity models to ensure appropriate staffing levels aligned to demand. • Establish, monitor, and report on key performance metrics including Service Level, ASA, Abandonment Rate, AHT, FCR, productivity, and quality. • Create and deliver daily, weekly, and monthly operational reporting to leadership, providing clear insights, trends, and actionable recommendations. • Partner with and oversee onshore and offshore vendors, ensuring alignment with internal quality and service expectations. • Partner with training to ensure consistent service delivery and adherence to quality standards.

• Serve as a trusted advisor and thought partner to the CALO, helping shape priorities, drive decision-making, and anticipate organizational needs. • Translate executive vision into actionable strategies, workplans, and measurable outcomes across Legal, Marketing, and Client-focused initiatives. • Represent the CALO in key meetings and cross-functional forums, ensuring alignment, clarity of expectations, and timely execution of commitments. • Identify operational gaps, risks, and emerging opportunities; develop recommendations and partner with functional leaders to implement solutions. • Lead priority strategic initiatives from inception through execution, ensuring clarity of goals, cross-functional alignment, and measurable outcomes. • Drive end-to-end project management including creating and maintaining project plans, identifying dependencies and risks within plans, and driving accountability and completeness amongst plan leaders and stakeholders. • Establish structure, processes, and accountability mechanisms that ensure sustained momentum on enterprise initiatives. • Drive preparation and alignment of organizational content—including presentations, analyses, and strategic communications—for internal and external audiences. • Oversee and enhance legal program operations—including governance routines, process improvement, resource planning, and cross-functional coordination. • Lead initiatives related to contract lifecycle management, legal operations, and process optimization. • Convert legal priorities into structured workstreams, ensuring visibility, accountability, and timely results. • Support development and communication of legal strategy, policies, documentation, and cross-functional guidance. • Partner with internal leaders to develop insights, messaging, and frameworks that strengthen client relationships and elevate the client experience. • Translate engagement data and trends into actionable strategies for leadership. • Oversee preparation of executive materials, communication assets, and insights that support outreach, go to market strategies, and retention efforts. • Maintain quality work that exemplifies and promotes the company's core values.

• Proactively manage the Head of Growth’s calendar, resolving conflicts and prioritizing meetings without requiring direction. • Coordinate internal and external meetings, including executive-level scheduling with external partners and brokers. • Own inbox triage, drafting responses, escalating urgent matters, and ensuring timely follow-ups. • Manage end-to-end travel logistics including flights, hotels, itineraries, and communication to internal teams during field travel. • Build, maintain, and manage reporting within Dynamics 365 (D365), ensuring sales data accuracy and readiness for ELT and Board meetings. • Partner with CRM Operations to enforce sales process hygiene, identify gaps, and implement improvements. • Proactively gather updates from sellers to maintain current and reliable pipeline and performance reporting. • Prepare first-draft sales updates, dashboards, and presentations for ELT and Board meetings, ensuring clarity, accuracy, and professional formatting. • Identify sales enablement needs and coordinate with Marketing and other teams to support sales effectiveness. • Assist with planning and execution of sales meetings, trainings, and kickoffs, including logistics, content coordination, and on-site execution. • Represent Sales in cross-functional meetings with Marketing, Legal, CRM, and other teams when the Head of Growth is unavailable. • Track requests, redlines, tickets, and follow-ups, proactively pushing for updates and resolution. • Support cross-functional initiatives and issue resolution, coordinating with Sales, Operations, and Client teams as needed. • Anticipate risks, escalations, and operational gaps, surfacing solutions before issues reach the Head of Growth. • Maintain quality work that exemplifies and promotes our company’s core values.

• Manage multiple client implementation projects simultaneously while maintaining accuracy and meeting deadlines. • Utilize and articulate technical IRS Code and general benefit knowledge regarding FSAs, Cafeteria Plans, HRAs, HSAs, COBRA, and Direct Reimbursement models. • Field and document phone calls from clients and brokers, ensuring precise follow-up and timely resolution of outstanding items. • Organize, track, and proactively manage all required documentation and onboarding tasks using internal systems. • Conduct client training sessions on the Employer Admin site. • Maintain exceptional attention to detail in all setup tasks, client communications, and operational processes. • Provide high-level customer service to clients and brokers by fostering positive, professional relationships. • Research technical and legal questions using internal resources and escalate complex issues when needed. • Collaborate with Sales and Account Management Teams to ensure consistency, quality, and operational alignment across new business. • Serve as the primary contact for new clients during implementation and setup.

• Monitor case queues daily for incoming activity. • Triage, analyze and either reassign or resolve inquiries assigned to applicable queues in CRM. • Keep CRM current and accurate based on information received by clients and broker partners. • Assist with monitoring and reporting on multiple performance metrics, including but not limited to daily case activity & phone activity. • Call calibrations – pull, monitor and score a random sampling of calls monthly. • Review and reassign or complete tasks assigned to Account Management team. • Process various documents through legacy or enhanced platform (miscellaneous documents that need to be processed, specific updates that are reported out of various systems, etc.). • Act as a liaison between the Account Management and Claims teams to ensure all claims documentation is complete, up to date, and accurate. • Coordinate claim feed authorization forms – work with Account Manager to validate claim parameters, complete form and send to carrier. • Pull system reporting to support performance guarantees for applicable clients; prepare final reporting to provide to client(s). • Monitor quarantined emails daily for release. • Support client interactions as needed. • Perform other duties as assigned. • Maintain quality work that exemplifies and promotes our company’s core values.

• Manage a team of Associate Account Managers and Account Managers. • Participate in the hiring process for onboarding new employees as requested by a Director; support initial training and ongoing education of Account Managers within their team. • Appropriately set expectations with team members for daily/weekly/monthly performance goals. • Assist team members with varied questions and escalations daily; provide timely feedback and direction to help them support their clients. • Monitor performance metrics on a regular basis to assess whether team members are meeting expectations. • Conduct regular sessions with each direct report to review performance and provide feedback/coaching related to key performance metrics. • Conduct the annual developmental review of each direct report. • Track and approve time off (both planned and unplanned) for direct reports. • Develop strategies to ensure individual and team goals are met. • Manage a book of business – while the primary focus of this role is to support a team, you will also have a select number of clients assigned to you directly that you will be expected to manage in addition to supporting your team.