Peak Support

• Deliver exceptional customer service • Provide customer support over various platforms (email, chat, phone) • Take part in required initial training • Convey information effectively • Work with minimal supervision

• Ensure all per diem employees are paid accurately and timely • Process time slips and respond to inquiries • Identify and escalate payroll/system issues • Ensure accurate billing through the payroll system • Collaborate with payroll shift supervisors to meet payroll deadlines

• Work directly with the Talent Acquisition Manager to understand job requirements and expectations • Source candidates using various platforms • Screen, interview, and assess candidates, including pre-screening activities • Assist with the hiring process by updating recruiting documents and scheduling NHO • Continuously improve Talent Acquisition processes and stay up-to-date with industry trends

• Deliver high-quality customer support via email, chat, and/or phone channels • Provide clear, step-by-step guidance to customers using mechanical or DIY products • Troubleshoot product issues and identify solutions efficiently and accurately • Assist customers with assembly, repair, and maintenance inquiries • Document customer interactions and escalate complex cases when needed • Collaborate with internal teams to improve processes and customer experience • Maintain a positive, empathetic, and professional attitude in all interactions

• Deliver high-quality customer support via email, chat, and/or phone channels • Provide clear, step-by-step guidance to customers • Troubleshoot product issues and identify solutions • Assist customers with assembly, repair, and maintenance inquiries • Document customer interactions and escalate complex cases when needed

• Lead and oversee daily collections operations across inbound and outbound channels • Ensure achievement of key business metrics including recovery rate, promise-to-pay, right-party contact rate, quality, and productivity • Monitor queues, staffing levels, schedules, and performance trends to maximize efficiency • Develop action plans to address performance gaps and improve operational results • Drive continuous improvement initiatives to enhance workflows, reduce costs, and increase collections effectiveness • Manage Team Leaders and frontline staff, ensuring strong coaching and accountability culture • Conduct regular performance reviews, coaching sessions, and talent development plans • Build engagement strategies to improve morale, retention, and employee experience • Serve as the primary operations contact for client stakeholders • Present business reviews, operational insights, and action plans to internal and external partners • Ensure client expectations, SLAs, and service standards are consistently met or exceeded • Collaborate with Workforce Management, QA, Training, HR, and Recruitment to support program success • Ensure adherence to collections regulations, client policies, and data privacy standards • Monitor escalations, complaints, and compliance risks, implementing corrective actions when needed • Maintain audit readiness and process discipline across the program

• Handle inbound and outbound collections calls for past-due or delinquent lease accounts • Contact customers regarding missed payments and negotiate repayment arrangements • Respond to inbound customer inquiries related to balances, payment options, due dates, and account status • Educate customers on available payment options, lease terms, and account standing • Encourage timely payments while maintaining a respectful, compliant, and customer-focused approach • Process payments securely through approved systems and accurately document all interactions • Handle objections, disputes, escalations, and difficult conversations professionally • Coordinate with internal departments regarding account updates, lease adjustments, or customer concerns • Follow all client policies, collections regulations, and data privacy standards • Meet daily productivity targets such as call volume, promise-to-pay commitments, recovery rate, and quality scores • Identify opportunities to retain customers and reduce cancellations or charge-offs

• Handle escalated member cases via phone and email channels • Conduct live phone conversations for sensitive or high-impact situations requiring real-time resolution • Respond to member emails involving complex, sensitive, or high-risk issues • Manage cases involving suspicious or inappropriate carrier or driver behavior • Respond to inquiries from industry experts, including physicians, nutritionists, and food safety professionals • Address legal-related communications, including BBB complaints, bank disputes, threatening reviews, and potential legal actions • Respond to politically sensitive, religious, or international affairs–related questions in alignment with company policies • Investigate and respond to spoofed or phishing emails impersonating the brand • Manage member cases involving hospitalization or medical bill reimbursement requests • De-escalate emotionally charged situations with empathy and professionalism • Document all phone and email interactions thoroughly and accurately • Collaborate with internal teams to resolve complex issues efficiently

• Manage high-risk, complex, and sensitive member cases via phone and email channels • Serve as a second-level escalation point and require excellent verbal and written communication • Handle escalated member cases via phone and email channels • Conduct live phone conversations for sensitive or high-impact situations requiring real-time resolution • Respond to member emails involving complex, sensitive, or high-risk issues • Manage cases involving suspicious or inappropriate carrier or driver behavior • Respond to inquiries from industry experts, including physicians, nutritionists, and food safety professionals • Address legal-related communications, including BBB complaints, bank disputes, threatening reviews, and potential legal actions • Investigate and respond to spoofed or phishing emails impersonating the brand • Manage member cases involving hospitalization or medical bill reimbursement requests • De-escalate emotionally charged situations with empathy and professionalism • Document all phone and email interactions thoroughly and accurately • Collaborate with internal teams to resolve complex issues efficiently

• Manage end-to-end medical provider credentialing, including initial applications, re-credentialing, and renewals • Maintain and update provider profiles in platforms such as CAQH and various insurance credentialing portals • Ensure compliance with credentialing requirements, including documentation accuracy and timeliness • Monitor expiration dates for licenses, certifications, and insurance, ensuring proactive renewals • Coordinate with internal teams and external partners regarding credentialing status and requirements • Maintain accurate and up-to-date employee personnel records, ensuring file completeness and compliance • Support end-to-end recruitment processes, including sourcing, screening, and interviewing candidates • Partner with hiring managers to align on role requirements and candidate profiles • Ensure adherence to company policies, labor laws, and documentation standards