SMDigital USA

• Answer incoming calls to gather and input relevant information regarding the client’s potential claim • Gather details regarding Plaintiff information, Attorney information, case types, prior litigation fundings, injuries/damages, liability, and insurance coverage to determine the veracity of potential claims • Enter all details and information into the case management system and create leads • Assign all leads created to the Account Executives • Provide the best caller experience to clients • Perform other duties as assigned by Management

• Ensure smooth operations and optimize productivity. • Collaborate with the executive team to develop operational strategies that align with the company's overall goals. • Analyze current operational processes and implement improvements to increase efficiency, quality, and cost-effectiveness. • Formulate strategic and operational objectives • Lead and mentor the operations team, ensuring alignment with company values, goals, and performance standards. • Drive efficiency through effective leadership. • Develop and monitor key performance indicators (KPIs) to track operational success and areas for improvement. • Maintain quality standards.

• Work with Senior Leadership to develop strategies to identify and market to prospective Clients • Conduct prospecting through emails, LinkedIn, and cold calling potential customers to generate new business opportunities • Qualify prospects using lists, reports, and self-prospecting strategies • Drive revenue by scheduling customer meetings and conference calls with prospective clients to effectively present our company and product • Meet and exceed weekly and monthly sales metrics and revenue targets • Assist marketing with conversion metrics on various lead-generation inputs • Maintain and update our Customer Relations Management (CRM) database • Prepare accurate reports on a daily, weekly, or monthly basis as defined by management • Build strong and resourceful relationships with clients and teammates in order to ensure customer satisfaction, resolve issues, provide key feedback, facilitate retention, and drive business growth • Use the leadership team’s feedback to make continuous adjustments and improvements to prospecting and qualifying efforts • Provide administrative support and execute other responsibilities as assigned by management

• Answer incoming calls to gather and input relevant information regarding the client’s potential claim • Gather details regarding Plaintiff information, Attorney information, case types, prior litigation fundings, injuries/damages, liability, and insurance coverage to determine the veracity of potential claims • Enter all details and information into the case management system and create leads • Assign all leads created to the Account Executives • Provide the best caller experience to clients • Perform other duties as assigned by Management

• Coordinate and help supervise the daily activities of the call center including selection, training, staffing, scheduling through the workforce management system, and maintaining quality standards. • Supervise by virtual “Zoom walkaround” (all business is WFH); be readily available to assist staff with escalated calls, customer concerns, and technology issues. • Keep Teammates motivated and engaged toward meeting individual and team goals. • Work collaboratively with the Talent Manager and provide management direction in their absence. • Participate in interviews, make hiring recommendations to the Manager, deliver training to staff, provide input to performance evaluations, and recommend disciplinary action to the Manager. • Develops a team environment that fosters growth and the desire to help others. • Ability to perform all Call Center duties and functions and can identify system/process gaps to drive improvements. • Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs). • Report system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences. • Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT, and all other areas of the company to facilitate problem solving. • Participate in calibration sessions with Teammates, Quality Analysts and Workforce Analysts; coach Teammates regarding needed improvements. • Responsible for data collection, analysis and quarterly/ad hoc reporting. • Make recommendations to Leadership Team for procedural changes to increase efficiency. • Other administrative duties and special projects, as assigned by Leadership.

• Answer inbound phone calls. • Provide exemplary customer service with every interaction. • Provide resolution on the first interaction with the caller. • Deliver quality results with every interaction in a timely manner. • Collect and gather all necessary information for clinical review. • You will be cross-trained with other communication platforms (outbound calls, chats, emails) if needed. • Must have a strong sense of self-awareness, willingness to learn, and accept coaching to improve. • Must have empathy for others and the ability to build rapport. • Thrive in a fast-paced environment, and are willing to jump in and help other team members.

• Handle inbound and outbound calls, emails, and chats in both English and Spanish for pre-settlement funding inquiries • Gather accurate case information — accident details, attorney contacts, case status, and funding eligibility • Walk clients through the pre-settlement funding process clearly and compassionately in their preferred language • Coordinate with attorneys and law firms to collect required documentation and case updates • Assess case eligibility and route to the appropriate funding team for review and approval • Maintain accurate, detailed records of every client interaction and case progression • Bridge communication gaps between Spanish-speaking clients and internal English-speaking teams • Uphold data privacy, compliance standards, and professionalism at every touchpoint