Recruit WA

• Own the full implementation lifecycle — from legal retainer editing and upload through activation — across the Retainer Program, Afterhours Support, and Always Connected Lead onboardings consultatively • Guide clients through their first three leads, proactively diagnosing gaps and coaching offices toward optimal setup • Anticipate activation risks early, escalating systemic issues to the Director of Retained Leads with context and recommendations • Maintain technical ownership of platform setup across different software • Partner with client services leadership on operational projects — package cleanup, setup corrections, fulfillment issues • Serve as a go-to resource for client services team members and sales on complex accounts, escalations, and new program setup • Contribute to process documentation, PBI discussions, and scalable workflows that strengthen the team • Serve as the last line of defense for large buys and strategic accounts, conducting thorough pre-launch QA reviews • Proactively audit account configurations before errors reach clients • Collaborate with the AI team to identify where bots and AI-enhanced tools can reduce manual effort, improve accuracy, and streamline implementation workflows

• Process employee multi-state payroll accurately on a regular schedule (biweekly, monthly, quarterly) • Maintain employee payroll records and employee data • Manage state tax rate updates and coordinate with state agencies as needed/ Ensure accurate tax withholdings • Handle employee A/R items related to personal charges on corporate cards, including obtaining written authorization for payroll deductions • Review and manage employee reimbursements through Rippling • Respond to payroll‑related employee inquiries • Assist with documentation and support for annual workers’ compensation, financial, and Form 5500 audits • Provide adhoc administrative support as needed to address payroll-related reconciliations and requirements

• New client onboarding. • Communicate expectations, processes and procedures regarding products. • Coordinate with client and accounting to ensure seamless billing transactions. • Act as the first point of contact for sales team and clients seeking help with products. • Provide troubleshooting and technical assistance to clients. • Anticipate the client needs, communicate next steps as well as solutions. • Key resource to ensure clients successfully engage with the products and realize the full potential of investment. • Owning the Client Relations Experience by being proactive with the client touch points and handling any concerns and inquiries. • Liaison between Sale team and clients. Ensuring support on both sides. • Client maintenance, collect, manage and execute all contracts for new and existing clients. • Collect and process payments for new and existing contracts. • Update day to day activity in Salesforce. • Maintain, produce and distribute internal reports as requested and scheduled. • Maintaining a positive, empathetic and professional attitude toward customers always. • Responding promptly to customer inquiries. • Acknowledging and resolving client complaints. • Keeping records of client interactions, transactions, comments and complaints. • Providing feedback on the efficiency of the customer service process. • Ensure customer satisfaction and provide professional customer support. • Actively manage features and dependencies in and across products.

• Responsible for generating qualified pipeline for the Business Development Executive team • Identify and engage law firms that could benefit from Walker’s legal lead generation programs • Focus on outbound prospecting, consultative discovery, and opportunity qualification • Conduct discovery conversations to assess firms' fit for Walker’s programs • Qualify practice areas such as Personal Injury and Motor Vehicle Accident • Identify key buyer personas including Managing Partners, Firm Owners, and Marketing Leaders • Schedule qualified meetings with Business Development Executives • Maintain consistent outbound prospecting activity and track engagement in Salesforce • Partner closely with Business Development Executives to ensure smooth handoff of qualified opportunities • Identify and engage prospective law firms that could benefit from Walker Advertising’s lead generation services • Perform target account research and conduct cold calling outreach

• Deliver exceptional customer service through effective phone, chat, and text communication. • Use active listening and discovery to understand each consumer’s situation and guide them toward the most suitable legal solution, driving successful client transfers. • Handle customer concerns, and provide appropriate solutions and alternatives within the time limits. • Maintain a professional and customer-oriented demeanor to provide a positive caller experience. • Accurately input and update customer information. • Meet or exceed performance metrics, including response times and customer satisfaction benchmarks. • Efficiently prioritize and manage time to navigate high call volumes while maintaining quality standards. • Collaborate with the team to ensure seamless operations and uphold Contact Center procedures.

• Be primary partner-facing point of contact to manage and enhance relationships with assigned affiliate partners (new and mature), fostering a transparent and trust-based environment • Adjust partner strategy based on department and company objectives • Identify potential new affiliate opportunities • Oversee campaign performance (profitability, quality, volume, media tactics) • Analyze data to identify trends and provide strategic recommendations to improve results • Optimize traffic sources, creative, targeting, and routing • Become an expert in technical and analytical systems to understand contributors to campaign performance • Ensure partners follow TCPA, advertising, and brand quality guidelines • Monitor traffic quality using internal and 3rd party tools and address issues quickly • Collaborate within and across departments to support partner success and troubleshoot issues (including finance, call center, IT, analytics, strategy, marketing) • Refine communication and reporting strategies for existing affiliates • Create reports and dashboards • Help develop processes to improve department’s operational efficiency and enhance effectiveness of working with partners

• Develop strong and meaningful business relationships with preeminent Walker clients to foster long-term partnerships. • Add value to Walker clients by training the law firm’s intake team on how to best monetize Walker leads and improve their firm as a whole. • Forecast and analyze the return on investment of Walker leads for clients on a regular basis, including intangible benefits incurred. • Track client conversion rates with Walker leads and coach clients regularly on improving conversion. • Strategize how to distribute limited inventory among clients based on which clients will best monetize the leads delivered and who has the most potential to grow with Walker. • Meet with clients frequently to determine how Walker products are performing for the client and what additional Walker products will provide them even more value. • Communicate regularly with management about client concerns and potential deals in a solutions-oriented way.

• New client onboarding. • Communicate expectations, processes and procedures regarding products. • Coordinate with client and accounting to ensure seamless billing transactions. • Act as the first point of contact for sales team and clients seeking help with products. • Provide troubleshooting and technical assistance to clients. • Anticipate the client needs, communicate next steps as well as solutions. • Key resource to ensure clients successfully engage with the products and realize the full potential of investment. • Owning the Client Relations Experience by being proactive with the client touch points and handling any concerns and inquiries. • Liaison between Sale team and clients. • Ensuring support on both sides. • Client maintenance, collect, manage and execute all contracts for new and existing clients. • Collect and process payments for new and existing contracts. • Update day to day activity in Salesforce. • Maintain, produce and distribute internal reports as requested and scheduled. • Maintaining a positive, empathetic and professional attitude toward customers always. • Responding promptly to customer inquiries. • Acknowledging and resolving client complaints. • Keeping records of client interactions, transactions, comments and complaints. • Providing feedback on the efficiency of the customer service process. • Ensure customer satisfaction and provide professional customer support. • Actively manage features and dependencies in and across products.