• Responsible for being the main point of contact for TPA (an external client) for new group implementations • Responsible for gathering the TPA requirements which include but are not limited to points of contacts, due dates, account structures, group numbers, invoicing, ID cards, eligibility files, etc. • Ensure all requirements are documented in the standard project templates and tools • Assist the Implementation Manager and/or Implementation Analysts with project tasks throughout the new group implementation lifecycle • Maintain a detailed project plan and an open items log for project monitoring purposes • Manage day to day coordination and task managements for a pod of Implementation Managers and/or Implementation Specialists to maintain workplace productivity • Conduct administrative tasks supporting data entry of new group implementations within the applicable systems • Build client profile utilizing CRM tool • Act as a liaison between the internal contracting team and the Implementation Team • Act as a liaison between the internal invoicing team and the Implementation Team • Provide go live support to the Implementation Managers, Implementation Analysts and the TPA • Participate in post go live discussion to improve identified performance opportunities • Participate in the new group implementation lifecycle • Participate in internal and external client meetings • Ability to organize high volume tasks and meet the appropriate deadline(s) or project milestones • Provide attention to detail on all project requirements to ensure the client’s needs are met • Ability to be a self-starter and take initiatives

• Above all else, provide a best-in-class customer service experience over the phone by responding to client requests, anticipating unstated needs, and educating them on our programs • Through demonstrated effective listening, analyze client problems and provide information and solutions in a timely and efficient manner • Employs strong interpersonal skills to handle difficult calls courteously and professionally • Thoroughly documents request outcomes for accurate tracking and analysis • Work efficiently and effectively to independently resolve client requests, both as a team and independently • Develops and maintains positive client relations and coordinates with other departments within the company to ensure client requests and questions are handled appropriately and in a timely manner • Operates a desktop computer to obtain and extract information; documents information, activities and changes in the CRM database (Client Relationship Management System) for client accounts • Utilizes appropriate resource materials to effectively and accurately interpret, respond and resolve client inquiries and problems • Handle a high volume of clients in a work from home call center environment

• Above all else, provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls of varying complexity by responding to client requests, anticipating unstated needs, and educating them on our programs in a remote call center environment • Proactively identify, analyze and resolve client issues by utilizing active listening and critical thinking to provide first call resolution with focus on the customer relationship • Exhibit strong written/verbal communication skills, excel at customer interaction, and deliver practical solutions • Develop and maintain positive client relations and work collaboratively with other departments within the company to ensure client requests and questions are appropriately handled in a timely manner • Work independently and with a team to drive retention of clients through bolstering product knowledge and providing best-in-class service at all times • Operate, navigate, and troubleshoot a desktop computer to obtain and extract information; research through multiple computer programs/systems simultaneously and document information, activities and changes in the CRM database (Client Relationship Management System) for client accounts. Apply various troubleshooting techniques to resolve complicated technical or configuration issues • Continuously learn, interpret and utilize company and industry knowledge, practices, and procedures to deliver accurate and up-to-date solutions. • Meet and exceed client centric performance expectations focused around quality of service and efficiency • Engage with feedback to leader and team to collaborate and streamline workflows

• Handle inbound and outbound calls, ensuring timely, professional responses. • Manage notifications, letters, timelines, and reports for client cases. • Follow up with clients, including those in “no cooperation” status, to confirm details and move cases forward. • Schedule and confirm appointments. • Use CRM and communication tools (Camplegal, Monday, Slack, Google Workspace) to track and manage interactions. • Uphold high service standards by meeting KPIs for calls, follow-ups, and reporting.