This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This remote position combines customer service and sales, helping families understand and access valuable protection programs while building long-term client relationships. - Communicate with clients via phone and virtual meetings - Provide information about available products and services - Assist customers in selecting solutions that meet their needs - Maintain professional relationships with clients - Record interactions in the CRM system Qualifications - Must reside in the United States - Legal authorization to work in the U.S. - Fluent Spanish required - Strong communication skills - Customer service or sales experience preferred Requirements - Residir en Estados Unidos - Autorización legal para trabajar en EE. UU. - Dominio del español - Buenas habilidades de comunicación - Experiencia en servicio al cliente o ventas es un plus Benefits - Remote work opportunity - Professional training and mentorship - Career growth within an expanding organization - Supportive and collaborative team environment

• Communicate with clients to gather information and provide updates • Assist with coordinating reservations, scheduling requests, and confirmations • Review client details carefully to ensure accuracy and completeness • Monitor changes and follow up on outstanding items • Maintain organized records within internal systems and digital tools

• Provide front-line customer interaction and support: Engage directly with customers to address inquiries, concerns, and service requests related to products and solutions. • Diagnose and resolve technical issues efficiently: Gather information, analyze symptoms, and provide timely resolutions for a wide range of user issues, including login problems and website functionality. • Document all customer interactions accurately: Use the case management tool to record details of each customer contact, ensuring thorough and consistent documentation. • Escalate complex issues to appropriate teams: Identify issues requiring additional expertise and escalate them to Level 2 support in a timely and effective manner. • Perform follow-up communication and callbacks: Follow up with customers to ensure issue resolution and complete scheduled callbacks as needed. • Manage case queue and meet performance goals: Monitor open tickets and work towards exceeding team metrics, including response time, resolution rate, and customer satisfaction. • Stay current on system updates and processes: Keep up-to-date with system changes, product enhancements, and internal updates to provide accurate and relevant support. • Collaborate with cross-functional teams: Work closely with departments such as sales, compliance, and implementation to ensure consistent communication and issue resolution. • Promote customer retention through solutions: Offer alternative solutions when appropriate, aiming to retain and support long-term customer relationships. • Identify potential leads for the sales team: Recognize and relay potential sales opportunities uncovered during support interactions. • Participate in after-hours support coverage: Provide support outside of standard business hours as required to ensure continuous customer assistance.

• Delivers exceptional and consistent customer experiences by demonstrating excellence in understanding and resolving requests with patience, empathy, compassion, and sincerity. • Handles customer inquiries through inbound and outbound calls as well as written communication. • Manage inquiries and concerns related to billing and insurance with the goal of offering payment options and facilitating the processing of payments. • Work in a company office or home office environment with minimal management guidance to exceed Key Performance Indicators (number of calls handled/hr., successful payment resolution, and call quality). • Follow company and client policies, procedures, and applicable laws. • Maintain perfect attendance during training for the first six weeks of employment (unless pre-approved prior to start). • Responsibly and plan-fully use time off when accrued so that customers can rely on you to be here for them as scheduled, with rare, unplanned absences. • Give full attention and focus to quality delivery of responsibility during scheduled hours of work just as if you were in the office. • Maintain and manage a secure and private personal home office space free of distractions during working hours. • Operate with integrity, honesty, and transparency in all work-related matters. • Take calls from patients, law offices, insurance companies, and other outside facilities to resolve complex billing and insurance issues. • Make outbound calls and take inbound calls from patients to resolve balances on accounts with a status that may be aging but has not been sent for collections. • Answer complex billing and insurance questions (i.e., deductibles, co-insurance, co-pays, complex denials and charge disputes, claim resubmissions, eligibility issues, and coding disputes). • Review financial information and recommend payment options and/or assistance programs in accordance with client guidelines. • Manage both common and challenging objections and concerns from consumers. • Discuss and help consumers think through payment resources and make necessary referrals to the client. • Use required scripts/verbatims, skillfully navigating guidelines to maximize potential recovery on each call. • Maintain working understanding of account requirements, leveraging related documentation and resources as needed. • Independently and efficiently perform account documentation including notes and codes, making few errors and requiring minimal assistance. • Skillfully work within multiple internal and client systems. • May learn and perform other duties and responsibilities as assigned based on business needs.