This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Due to continued growth, we’re expanding our remote team and looking for individuals who enjoy helping people and communicating clearly in a professional setting. - Support members with benefit enrollment and eligibility - Handle incoming calls and respond to member inquiries - Explain personalized benefit options using a guided system - Assist with coverage requests while representing the client’s best interests - Stay up to date on products, programs, and services through ongoing training Qualifications - Strong communication and customer service skills - Reliable, organized, and comfortable working remotely - Experience in customer service or call-based roles is a plus, not a requirement - Willingness to learn — full training provided Benefits - 100% remote work - Paid training - Competitive earning potential - Career advancement opportunities - Full benefits after 90 days - A culture that supports work-life balance Company Description American Income Life is a well-established international benefits organization serving working families across the United States, Canada, and New Zealand, with a dedicated subsidiary in New York. For more than 65 years, we’ve partnered with unions, associations, and member groups to provide life, accident, and supplemental health coverage.

• Define operating frameworks, success measures, and communication flows that bring clarity across CX functions. • Translate company goals into actionable plans, improving alignment, prioritization, and execution across teams. • Identify and address organizational gaps, driving continuous improvement in process, structure, and tooling. • Develop and maintain operating systems that support scale, consistency, and cross-team coordination. • Partner with the VP of CX to shape divisional strategy, highlight opportunities, and increase leadership capacity. • Provide a steady, professional presence for high-value customers, supporting escalations and driving resolution in a customer-centric manner. • Oversee key moments in the customer lifecycle to ensure consistent, high-quality onboarding, adoption, training, and long-term success. • Support enterprise account health by coordinating with internal teams to deliver on commitments and enable customer outcomes. • Architect and drive improvements to customer-facing processes, helping teams diagnose challenges and design scalable solutions. Measure success of all process improvements. • Coach and enable managers and team leads, providing guidance that strengthens their effectiveness and confidence. • Reinforce and elevate the culture that makes ECP’s CX team strong with accountability, ownership, and customer-centricity at the center of what we build. • Lead and coach structured management practices including goal setting, 1:1s, team communication practices, and performance expectations. • Support teams through change, offering clarity and context during periods of growth and transformation. • Drive alignment across teams so priorities, expectations, and success measures are consistently understood. and develop managers, offering guidance, frameworks, and coaching that elevate team performance. • Build and refine processes that improve scale, efficiency, and quality across the CX organization and improve executive visibility. • Establish tools, templates, and documentation that streamline workflows and create consistency. • Monitor and interpret CX metrics, informing decisions and guiding team-level improvements. • Champion improvements that enhance both customer experience and internal team experience. • Ensure effective use of internal systems including CRM, project tools, dashboards, and communication platforms. Including implementing and adopting new systems as needed. • Strengthen alignment with Product, Engineering, Sales, Finance, and Operations, supporting shared customer outcomes. • Translate customer feedback into actionable insights for product and engineering teams. • Partner with Sales & Account Management to ensure expectations set during the sales cycle translate into successful onboarding and adoption. • Represent CX perspectives in internal discussions, ensuring customer needs and team realities are understood.

• Become an expert with Thimble’s products and services • Be the front line between the broker and Thimble. We want to leave a positive impression and develop a relationship that keeps the broker happy • Provide brokers with timely and solution‐oriented responses to their business needs • Provide overall excellent broker support and assistance, mainly through a high volume of tickets and chats • Support the onboarding process for new brokers while delivering excellent customer service • Provide guidance and best practices on configuring and utilizing the Thimble Broker Portal • Help increase activation by bringing valued product and insurance knowledge to the purchase and servicing experience for new brokers • Work closely with Customer Success and the Insurance team to remain aligned on compliance • Collaborate with other teams to provide feedback on broker and user experiences

• Respond to and resolve product, service and order inquiries and problems via email, chat and phone. • Process sales purchase orders by entering and validating the accuracy of the information provided by customers and sales staff. • Provide information and guidance to help customers. • Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders. • Generate sales quotes for sales reps within Salesforce quote to cash system. • Flexible work hours are preferred; will be supporting different time zones. • Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards.