• Written administration and adjustment of Family Medical Leave Act (FMLA), state, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies • Communicate clearly and concisely with Human Resources while identifying their needs and educating them on leave concepts and next steps • Meet production and quality goals set by the Absence Department • Maintain complete and accurate documentation of leaves within our proprietary database • Demonstrate respect, sensitivity, confidentiality, and understanding for the HR/employee circumstance while maintaining professionalism at all times • Provide accurate, professional, and timely responses to communications from internal and external clients • Prioritize and organize daily responsibilities in order to meet all deadlines • Provide innovative ideas that can support the ongoing growth of the Absence Department

• Focus on resolving customer issues and ensuring swift response times, making customer satisfaction a top priority. • Adapt to constant changes in our fast-paced, scale-up environment, and staying ahead of the curve with new product releases enabling you to deliver the best possible experience to our valued clients. • You will be measured through team KPIs, including resolution time and response time. You'll have the autonomy to set your own KPIs, giving you the freedom to drive your personal and team growth. • Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues.

• Every week, we receive thousands of inquiries across text, email, and phone from potential and current clients. • These range from clients who are uncertain about starting their case, to those who need help completing next steps with their law firm, to clients seeking updates and guidance as their case progresses. • As part of our Client Support team, your role is to meet clients where they are, provide clarity and direction, and build trust in our process. • You’ll spend each day communicating with clients to understand the root of their inquiry, determine the best way to support them, and guide them clearly on next steps. • You’ll become an expert in complex and interesting legal processes, learn to navigate our internal tools (Kustomer, Salesforce, etc.), and support hundreds of ordinary people (each with a unique story) every week.

• Provide easy and low-effort policy servicing experience to Independent Agents via their preferred method of communication (IB calls, OB calls, Chats or Emails) • Serve as a billing, technical, underwriting and technical support expert • Learn new skills and software to best support agencies • Master multi-tasker • Continually provide feedback to the rest of the Branch team to improve our IA experience • Live into our Root of *Pick up the Phone* to give a world-class Agency experience • Work in a collaborative, fast-paced environment with a team • Advanced understanding and ability to interpret policy language • Embrace Branch’s culture and focus on the importance of social responsibility. • Everyone at Branch is responsible for meeting legal, economic, and ethical standards.