Job Description: Thank you for your interest in our Customer Care team. Due to the volume of applications we receive, we review all applications in the order in which they were received. If you are chosen to move to the next step in the process, you will receive a Video Assessment from recruiting@jobalerts.excellusbcbs.com. Summary The Customer Care (CC) Advocate resolves customer inquiries via telephone, walk in, mail, fax, web chat, off-phone work, and email concerning, but not limited to, contract benefits, claim payments, and enrollment in accordance with MTM, Corporate Service strategy, NCQA, and legislative requirements. The Customer Care Advocate provides service for customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance member & provider satisfaction/retention. The B version of this role requires the individual to speak Spanish fluently. Essential Responsibilities/Accountabilities All Levels - Provides service among the customers and business partners while responding in a professional, efficient, and timely manner to enhance member and provider satisfaction and retention. Must exercise tact, patience, and professionalism at all times in responding to internal/external customers. - Documents, researches, interprets and responds to inquiries from internal and external customers, business partners and special groups concerning our products, services and policies in accordance with MTM, NCQA, HIPAA, NYSDOH, CMS and other legislative requirements. - By utilizing appropriate resources, resolves customer inquiries accurately & efficiently resulting in acceptable quality, First Contact Resolution, and performance. - Provides outreach related to claims, onboarding, effectuation, retention, provider inquiries, and any other complex inquiry. - Demonstrates willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution. - Ongoing participation in meetings, training, and skill development to support career path and individual development plans. - Is knowledgeable and enthusiastic about the company and our products and/or services. - Identifies and follows through on issues impacting the Health Plan and customer experience. - Develops effective internal working relationships for improved communication and collaboration. - Shares ideas and solutions to improve processes, procedures, and systems. - Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs. - Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. - Regular reliable attendance is expected and required. - Performs other functions as assigned by management. Minimum Qualifications NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities. Level I: - High School diploma or equivalent required. - Customer service experience preferred. - Entry level position. Duties performed under close supervision. - Attends all training required to become proficient in position. - B Version: Bi-lingual English/Spanish required (must have ability to speak Spanish fluently). - Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously. - Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time. - Adept at communicating effectively and diplomatically while working as a collaborative team member. - Organizational, reasoning and problem-solving skills. - Strong organizational skills and ability to prioritize, multitask, and work in fast paced environment and remain professional and focused under multiple pressures and demands. - Completed training on at least one part of Scheduling unit. Level Il - in addition to Level I requirements: - Rating of “Performing” or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months. - Completed training on all parts of scheduling unit. - Ability to efficiently resolve complex & escalated issues with minimal direction. - Advanced system and navigational skills. - Expanded communication skills across multiple channels including, but not limited to, voicemail, email, web chat, outbound calls, membership growth, retention, etc. - Takes accountability and ownership of issues and resolution with minimal supervision. - Dental & Medical Intake Units Specific: - Rating of “Performing” or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months. - -OR- Move to & complete training for Commercial Unit. Level III - in addition to Level II requirements: - Rating of “Performing” or above on the Agent Dashboard and Competencies for a minimum 10 out of 12 additional months. - Self-sufficient in resolving complex & escalated issues. - Provide mentoring and support to new hires and peer group. - Assist with tasks assigned by management that require advanced problem-solving skills. - Demonstrates global thinking and takes initiative to recognize opportunities within the team. - Dental & Medical Intake Units Specific: - There is no level III option for these two units. Must move to Commercial unit to continue level progression. - Commercial Unit Specific: - Rating of “Performing” or above on the Agent Dashboard and Competencies for a minimum of 10 out of 12 months. - -OR- Move to & complete training for Dedicated Unit. Physical Requirements - Work is completed in a traditional office environment under fluorescent lighting. - Ability to arrive on time at work and as scheduled. - Ability to meet minimum performance metrics. - Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time. - Must be able to travel across the enterprise. - Regularly required to talk. - Regularly required to hear. ************ The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve. Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce. OUR COMPANY CULTURE: Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits. In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position. Equal Opportunity Employer Compensation Range(s): Grade N2: Minimum $18.22 - Maximum $23.89 The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays. Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Our story At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.” We are passionate about connecting purpose with impact. Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence management. Our Benefits With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and vision coverages starting Day One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization. Flexible Working So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 6 years in a row. Great Place to Work Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards Click Here. If you, Champion People, seek to Grow with Purpose, and embody the meaning of Be Alight – We invite you to join our team! Learn more at careers.alight.com. About the Role This role involves handling inbound calls and providing financial education on complex retirement-related questions, investment, and payment options for plan participants. It focuses on both qualified and non-qualified retirement plan benefits. Ideal candidates should have a financial background, enjoy educating and supporting others, and possess strong listening, communication, and problem-solving skills. Knowledge of Defined Contribution and/or Defined Benefit plans is essential. Responsibilities - Handling inbound calls and providing financial education. - Answering complex questions, investment and payment options available to plan participants. - Offering guidance on appropriate tools and services. - Providing information and guidance around the effects of plan distributions, loans, investment choices and other specific plan rules. - Working independently to troubleshoot and research issues, and develop solutions. - Processing transactional support to plan participants. - Focusing guidance on qualified and non-qualified retirement plan benefits. Requirements - Possess FINRA Series 6 or 7. Series 63/65/66 a plus. - Demonstrate Defined Contribution or Qualified Plan experience. Experience in customer Service, and/or financial services. - Possess analytical skills for problem solving and ability to troubleshoot basic technical problems. - Be detail oriented with a high degree of accuracy and personal accountability. - Able to work in high pressure environment with seasonality high volume. - Utilize conceptual thinking to identify patterns, apply concepts and clarify complex information - Demonstrate sustained confidence and resilience during difficult interactions - Possess ability to ask relevant probing questions to better assess customer needs. Also, use data to persuade and influence customers to objectively guide them. - Demonstrate active listening to customers to understand both articulated and unarticulated needs. US Citizenship requirements- as this role supports services provided to the federal government and/or a federal government contractor, proof will be required to verify US citizenship status at time of hire. Application and Interview By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position. Alight requires all virtual interviews to be conducted on video. Our commitment to Inclusion We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future. As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com. Equal Opportunity Policy Statement Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request reasonable accommodations/modifications by contacting their recruiter. Authorization to work in the Employing Country Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country and with Alight. Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Salary Pay Range Minimum : 51,000.00 USDMaximum : 65,000.00 USD Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units. Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.

• Host Live Sessions: You’ll lead interactive walkthroughs for new ADA clients, ensuring they’re ready to drop their next big hit using our ecosystem. • Be the Creator: Beyond 1-on-1s, you’ll script, record, and edit video tutorials that allow clients to learn on their own time. Think of it as being the "face" of ADA’s support. • Own the Help Center: You’ll curate and organize your content in the ADA Help Center, making sure the right answers are always just a click away for our users. • AI Integration: We want you to break things and build them better. You’ll experiment with AI tools to automate workflows for yourself and the broader team. • Bonus For You: Direct exposure to the inner workings of a global music powerhouse. Practical experience in Product Support and Product Management workflows.

Who We Are: Being naked is the #1 most sustainable option. We're #2. Since 2009, we've been on a mission to bring sustainable fashion to everyone. Named one of Fast Company’s Brands That Matter and winning a Best Carbon Footprint award, we have big goals like being Climate Positive by 2025, Circular by 2030, and pushing the whole industry forward along the way. Our work has gotten love in Drapers and Sourcing Journal, and TIME wrote about how great our CEO, Hali Borenstein, is. Basically, we're saving the Earth and looking damn good doing it. We're a global brand with 50+ stores (and counting) around the world, and our own sustainable factory in LA. We innovate across categories like accessories, swimwear, and sleepwear, and we reach millions of people with campaigns like this, this, and this. None of this work is possible without the incredible people behind it. We're a mission-based company that invests in an inclusive culture, so we can innovate together and ensure everyone has the space to grow, thrive, and belong. And starting right now, we want to do all that with you. What You’ll Do: - Provide consistently magical customer service across all customer service channels - Deliver an excellent customer experience through a customer-first mindset to build long-term, loyal client relationships - Consistently meet and exceed performance goals - Be able to wear many hats (stylist, friend, personal assistant) when helping our customers shop for their next favorite item - Know our shipping, fulfillment, and returns procedures inside and out to help process all customer orders as efficiently as possible - Share customer and product feedback with internal teams such as Merchandising, Operations, and Product Development - Get to know the ins and outs of all aspects of the business and gain exposure to different teams Who You Are: - Smart, incredibly organized, and driven towards excellence - Passionate about Reformation’s mission and products - An incredibly friendly person who loves interacting with people and never loses their cool - Possess a high degree of empathy, judgment, patience, and level-headedness to communicate and apply our policies - Positive and willing to take on any task, big or small - Strong communication skills across all customer service channels, including email, text, and chat - Able to meet deadlines consistently while juggling multiple tasks; excellent with time management - Flexible and able to work in a constantly changing environment - Productive, focused work style to successfully meet case volume expectations Extra Credit: - Prior experience on an e-commerce customer service team - Proficiency with Kustomer and Google Suite Availability: We’re currently hiring for Seasonal roles with both part-time and full-time availability needed in May. Candidates must have flexible schedules, including evenings, weekends, and holidays, to support our customers when demand is highest. Top-performing Seasonal employees may be asked to extend their contract and join us for the next season. They may also be considered for permanent roles on our core team, based on business needs and individual performance. - Part-Time: 8–29 hours/week, with occasional weekend shifts required - Full-Time: 32–40 hours/week, with occasional weekend shifts required Flexible availability is especially important—we’re looking for team members who can help us deliver exceptional service when our customers need us most. Compensation: At Reformation, we believe in transparency and equity when it comes to compensation. For this role, the anticipated wage for this position is $17.60 - $18.65 per hour, depending on a variety of factors, including but not limited to location, relevant experience, skills, qualifications, and internal compensation equity. This role may also be eligible for an annual discretionary bonus based on a range of factors, including company performance, department goals, and individual contributions. Bonus amounts and eligibility are not guaranteed and are determined at the company’s discretion. Please note that compensation decisions are made thoughtfully and may vary from the listed range to reflect individual circumstances and evolving business needs. Our total rewards package also includes benefits, perks, and opportunities for growth that contribute to overall compensation. Benefits & Perks: - Eligible employees get employer-sponsored private medical, dental, and vision insurance, as well as commuter benefits to help support your travel to and from work. - We offer competitive paid time off policies including vacation, sick leave, and company holidays for eligible employees. - We offer retirement planning support for eligible employees, including the option to invest in Environmental Social Governance-aligned (fancy way to say sustainable) funds. - We’re a mission-based company with offices in LA, NYC and London, as well as a global retail team, which means you’ll get to collaborate with people all around the world. - You’ll get access to fertility care support through Carrot, and up to a $5,000 USD reimbursement for related fertility expenses after 1 year of employment. - We care about the causes our employees care about so we donate to community efforts on a yearly basis. - We offer a clothing discount, culture events (like our annual Ref Values week and Volunteer Time Off), you know, all the meaningful and fun stuff! Reformation is proud to be an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team that reflects the world we want to live in. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status—in accordance with applicable international, federal, state, and local laws. If you require accommodations during the application or interview process, please let us know. We’re here to ensure you have what you need to show up as your best self. Still don’t know if you should apply? We get it—studies show that many women and individuals from historically underrepresented communities hold back from applying unless they meet every single requirement. At Reformation, we’re all about growth, not gatekeeping. If you’re passionate about the role and excited about making fashion more sustainable, we’d love to hear from you. If this role doesn’t totally excite you, consider applying to our general application. Want some more?! - Sustainability, Forbes, Fast Company