Lively, Inc.

• Serve as the primary point of contact for a portfolio of customers for all account needs. • Advocate for and assist customers in leveraging modern tools, including AI-powered solutions, to optimize their benefit administration processes and reporting needs. • Increase value and drive revenue from existing Lively employers by cross selling other Lively products to those who we already have existing relationships. • Onboard and implement new employer customers to Lively from sign up to funding of accounts. • Build and maintain relationships with customers’ third-party vendors, benefits consultants, and brokers. • Facilitate recurring meetings with customers and brokers as requested. • Educate customers on Lively configuration options for benefit enrollment, payroll, and reporting. • Provide client administrators with ongoing enrollment and contribution processing support. • Respond to all employer inquiries within 1-2 business days at all times. • Work cross-functionally to support resolution of customer needs and proactively identify trends across customers to inform Lively product and operations teams. • Create bug reports in Jira for reproducible product issues. • Facilitate bulk asset transfers from third-party HSA providers to Lively.

• We’re looking for curious and excited Member Support Associates to join our team! • We love leaving our customers happy with the support they receive when they contact us. • Top notch customer service over the phone, through email, and chat is our priority. • In this role, you’ll be on the front lines speaking with new or returning customers, answering their questions or concerns. • You’ll have to break out your creativity, and curiosity, while leveraging your innate empathy, to leave each customer feeling positive and satisfied after every interaction.

• Serve as the primary point of contact for all debit card operations, addressing inquiries and issues from both internal and external stakeholders across the company. • Collaborate with the Product team on the design and implementation of debit card pilots and new payment initiatives. • Own and manage relationships with key vendors, including card processors, card printers, BIN sponsors, and other critical service providers, to ensure the successful operation of debit card programs. • Oversee the debit card supply chain, including collateral ordering, in conjunction with third-party vendors to guarantee timely card issuance to members. • Act as the primary systems administrator for all card processing platforms, working closely with processor partners to troubleshoot and resolve issues across the organization, maintaining smooth operation of card programs. • Manage and resolve cardholder disputes within the card processor system, ensuring timely and accurate resolution. • Proactively identify and implement opportunities to streamline processes and improve the efficiency of debit card operations, reducing operational costs and improving service delivery. • Create and maintain comprehensive internal documentation for all debit card related processes, ensuring knowledge sharing and consistency. • Develop, implement, and manage fraud rules and strategies to minimize financial losses while maintaining a positive customer experience. • Oversee, evaluate, and optimize tooling related to debit card operations, including fraud monitoring and reporting tools, ensuring the use of the most effective technologies. • Monitor fraud trends, analyze data, and implement proactive measures to mitigate risks and prevent fraudulent activity.

• Analyze and provide feedback on product requirements. • Implement features and functionality with clean and maintainable codes. • Take pride in software quality through rigorous functional testing and writing automated unit tests. • Troubleshoot production issues, provide resolutions and recommendations for improvement.