• Provide Tailored Care Management. • Educate individuals/families on details surrounding the Registry of Unmet Needs (RUN) and offer available resources for services, supplies/equipment. • Complete assessments and care planning activities with members and their treatment team. • Coordinate with the member and their care team to refer and link the member to needed services and supports.

• Serve as the primary escalation point for complex employee benefit inquiries within a benefits administration and client services environment. • Work directly within client-specific benefits administration systems and tools, including enrollment platforms, case management systems, ticketing tools, Slack, and email. • Support Annual Enrollment and other key benefits events, including hands-on issue resolution and executive-level support when required. • Act as an extension of the client’s benefits team, maintaining a strong day-to-day presence across internal delivery teams and client stakeholders. • Present quarterly Service Level Agreement (SLA) and service performance metrics to client leadership. • Partner with internal subject matter experts (configuration, eligibility, compliance, HSA/FSA, and vendors) to resolve system, data, and process-related benefits issues. • Build and manage effective working relationships with client contacts across benefits, compliance, HR, finance, HSA/FSA, and vendor-aligned roles. • Demonstrate professionalism, confidence, and sound judgment when communicating with senior leaders and executive stakeholders. • Proactively anticipate client needs, follow through on escalated items, and ensure accurate, timely resolution of benefit-related issues.

Role Description We are currently seeking a Virtual Branch Manager to join our Retail team. The Virtual Branch Manager is responsible for managing people, customer experience, sales management, and the support of virtual and digital capabilities. - Coach and mentor team members to be proficient in their job role and successful in reaching their career goals. - Foster a positive and collaborative work environment, promoting teamwork and professional growth within the virtual banking team. - Lead team to deliver an exceptional customer experience according to benchmark standards through multiple channels, including voice, text, and video. - Review and monitor multiple dashboards, reports, and surveys to identify behavior trends, product gaps, and friction points to improve and grow customer digital banking relationships. - Coach team to identify new prospects and drive expansion of customer relationships by understanding customer financial goals and priorities and discussing relevant solutions. - Ensure team demonstrates an up-to-date and comprehensive knowledge of all bank products, services, policies, and procedures. - Responsible for monitoring fraud and mitigating risk associated with digital applications. - Recommend changes needed to improve processes, systems, organizational capability/capacity, and customer satisfaction. Qualifications - Problem resolution and analytical skills. - Strong attention to detail and time management skills. - Exemplary customer service experience. - Confident and articulate communication skills. - Initiative and strong work ethic. - Ability to coordinate multiple tasks and priorities with successful completion. - Ability to effectively build and maintain relationships with Emprise associates, external partners, and professional contacts. - Proficient in utilizing various software tools, mobile devices, and virtual communication platforms for effective workflow and collaboration. - An understanding of and commitment to our values. - Attitude and aptitude to engage in continuous development. Requirements - Bachelor's degree required or level of education that, together with industry experience, enables the applicant to meet the job requirements. - 3+ years of management or leadership experience in financial services. - 2+ years of experience with customer-based digital platforms. - Proficiency with large server-based applications and typical desktop software. - Proven experience in virtual banking operations with a focus on video and ITM transactions is preferred. Benefits - Competitive salary and benefits. - Professional growth opportunities. - A rewarding and challenging environment. - Opportunities to be involved in our communities. - A culture of integrity, passion, and success. - Shift differential pay for bilingual candidates.

• Own end to end insights agenda for Functional BU and M&A • Drive consumer and marketplace intelligence • Support brand-level demand creation strategies