Instant Teams

• Administer the FMLA policy, including reviewing all FMLA documentation for accuracy and completeness. • Make recommendations to approve or deny FMLA requests based on established federal regulations. • Ensure processes adhere to established procedures and applicable laws. • Maintain compliance with all federal and state regulations and internal standards. • Serve as an internal reference for certification requirements and processing within the team. • Assist associates by guiding them through the leave of absence (LOA) request process. • Provide timely and accurate responses to associates and all levels of management regarding day-to-day issues. • Assist management with complex LOA situations, providing guidance within policy and legal guidelines. • Proactively manage business expectations and resolve concerns by communicating status and issues effectively. • Contact providers for necessary clarification. • Process all leave of absence paperwork according to established procedures. • Coordinate correspondence, forms, and other necessary documents via the claim system. • Maintain complete records of all LOA requests, including tracking and analysis of data. • Generate required reports and maintain accurate files, data input, and analysis. • Support management with special projects as necessary.

• Claim Adjudication and Decision-Making: Render timely and accurate decisions on new and ongoing STD and AM claims • Proactively gather and analyze relevant clinical, vocational, employer, financial, medical, and other necessary information • Compare collected data against contract terms, limitations, conditions, and procedural documents to render claims decisions efficiently • Maintain the confidence to make claim decisions independently • Case Management and Compliance: Document the claims system comprehensively and accurately • Develop, update, and utilize a claims management plan to achieve the most appropriate outcomes • Ensure full compliance with regulatory requirements and operational standards • Meet or exceed all established claims team operational metrics • Customer and Partner Engagement: Maintain a superior level of genuine caring and empathetic customer service in all interactions • Act appropriately to earn the trust and confidence of claimants and employers, anticipating their needs • Collaborate effectively with internal partners, maintaining professionalism, integrity, and fostering high morale

• Manage account configurations for prospective customers, ensuring customers roll out product features correctly. • Own a book of business of new leads, being the main point of contact for leads through the sales and onboarding process. • Serves as a subject matter expert on all products and delivers confident instructions that educate and enable new users, illustrating the benefits of certain features, effectively communicating value to customers, and instilling confidence and belief in their account configuration. • Handle communications with assigned sales leads through email and scheduled calls (Zoom). • Bring your own personality to develop rapport and meaningful relationships with businesses, building connections and gaining trust. • Collect product feedback from businesses and share it with the relevant teams. • Be proactive in self-education when product updates are released. • Manage the customer's business challenges and present clear, ROI-driven strategies. • Help customers set up and manage integrations with accounting systems like NetSuite, QuickBooks, or Xero. • Take responsibility, initiative, and coordinate internally to ensure support is always covered. • Understand the product, its value, and keep up to date with evolving features/company changes. • Conduct training sessions and Q&As with admins and decision makers. • Help set the standard for best practices by selling new products and features successfully, providing the foundation for team-wide scaling.

• Consult with prospective customers (primarily financial advisors) by phone and email. • Identify, qualify, and generate a steady pipeline of qualified leads. • Make 200+ outbound calls daily to achieve lead qualification. • Use calls, emails, and marketing tools to categorize leads. • Consistently generate qualified leads per week, exceeding quotas. • Collaborate with team to develop and implement strategic prospecting initiatives. • Manage and nurture new prospect relationships using Salesforce CRM. • Utilize various outbound communication methods for prospect engagement.