Role Description Gypsy Collective is looking for a Contact Center Operator to support and engage with players through outbound calls. We are looking for a communicative and proactive person who enjoys talking to people, can handle different types of requests, and deliver a positive customer experience. - Making outgoing calls according to assigned tasks and scripts; - Informing players about available bonuses, promotions, and special offers; - Assisting players with failed payments and basic account-related issues; - Handling first-line customer requests and providing timely support; - Maintaining daily reports on call results and activities in the required format; - Participating in daily team meetings and discussing call performance metrics; - Ensuring a friendly, professional, and helpful communication style in every interaction; - Escalating more complex cases to relevant teams when needed. Qualifications - Excellent spoken English (C1/C2) — you feel confident on calls; - Strong communication skills and active listening; - You’re comfortable talking to new people and keeping conversations engaging; - Customer-oriented mindset and positive attitude; - Previous experience in a call center or customer support is a plus, but not required; - Extroverted personality — you get energy from communication; - Ability to follow scripts while staying natural and flexible in conversation. Benefits - Flexible payment options: choose the method that works best for you. - Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care. - Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us. - Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more. - Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage. - Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow. - Your schedule, your rules: Start your day at 9, 10, or even 11 — we care about results, not clock-ins.

Role Description Why join our team at Definiti? If you enjoy tackling challenges and believe in delivering exceptional client service, Definiti may be perfect for you. You can make a difference by helping to improve and secure many retirements, while also helping to grow a dynamic organization. Most roles are fully remote, so you need to be comfortable using technology, be productive in a home office with a reliable internet connection to stay in touch with your team and deliver high-quality service to our clients. Definiti supports your professional growth through comprehensive training and industry credentials and certifications. The Participant Service Center Representative (PSC Representative) provides outstanding customer service while handling incoming and outgoing phone calls, emails, and faxes for plan participants for assigned Definiti retirement plans. The PSC Representative assists with answering questions about account balances, helps to make withdrawals, transfer funds, or find additional resources. Qualifications - High school diploma or GED required - Associates degree preferred - Minimum 2 years customer service experience (financial services industry a plus) - Defined Benefit or Defined Contribution experience preferred - Bilingual - English/Spanish a plus Requirements - Basic knowledge of retirement plan services and daily recordkeeping - Ability to stay calm when customers are stressed or upset - Experience working with customer support - Experience working with Microsoft Office applications - Time management focus, with attention to deadlines and timelines - A track record of consistently meeting and/or exceeding performance expectations - Positive attitude and dedication to our client’s needs Benefits - A virtual-first work philosophy for most jobs - 401(k) with up to 4% match - Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue. - 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday - Paid Parental Leave - A variety of medical, dental and vision plan options including Definiti subsidized premiums - Company-paid life insurance and short-term disability insurance - Bonus plan eligibility Company Description Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what's possible and what’s next for their retirement plans.

• Answer inbound calls and schedule service appointments • Respond to and resolve voicemail messages, abandoned and missed calls from customers • Respond to customer requests (email, webchat, text) to resolve issues • Deliver call scripts clearly, be compelling, and personable • Adhere to the company’s plan for resolving customer complaints quickly and favorably • Maintain and update customer database with complete and accurate information • Communicate with dispatch to ensure customers receive 5 Star Service • Must be very independent and reliable • Provide additional support to the team as needed

Role Description The position is responsible for direct verbal and written communications with Automatic Rollover/Direct Rollover/Non-Retirement Accountholders, Plan Sponsors, Record-Keepers, and Third-Party Administrators in the Individual Investor Services Savers Department. This role requires the candidate to handle high call volume daily. The role also assumes the primary responsibility of interacting with all the necessary internal departments to resolve client requests or answer any inquiries related to their account activity and investments. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our clients and firm associates. - Handle a high volume of incoming and outgoing client phone calls. - Respond to email, voicemail, and chat inquiries from clients. - Understand and be able to articulate the account opening, distributions, and investment process to clients. - Assist clients in ensuring that all required forms are fully completed. - Handle troubleshooting inquiries in regards to Web and Online issues. - Provide educated answers with regards to IRA’s, and IRS Codes. - Maintain a professional approach to client service, consistent with protocol and service levels. - Other duties as assigned. If offered the position, equipment will be provided. Equipment that will be provided includes: - docking station (x1) - headset (x1) - keyboard (x1) - laptop (x1) - monitor (x2) - mouse (x1) This position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift. - Internet speed requirements: - Upload Speed: >20 Mbps - Download Speed: >100 Mbps - Must be able to hardwire ethernet cable to internet modem/router. Training Class/Start Date: 6/29/2026 (subject to change due to business needs) - Attendance is mandatory during the training period of this position. - Training is paid, PTO accrues while in the training period; however, PTO cannot be taken during the training period of this position. - Training is approximately 7 weeks in total length. - There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position. - Training Duration: - Tier 1 Training: 3 weeks - Tier 1 Call Lab: 2 weeks - Tier 2 Training: 1 week - Tier 2 Call Lab: 1 week - Training Schedule/Shift: 8 a.m. CT to 4:30 p.m. CT (subject to change due to business needs) - Regular Schedule/Shift: - Your regular hours are Monday through Friday, 11:30 a.m. – 8:00 p.m. CT. - You will have one weekday off (for example, Wednesday), with Mondays excluded. - You will also work Saturdays, 8:30 a.m. – 5:00 p.m. CT. - Hours may change if business needs require it, and you’ll be notified in advance. Qualifications - 2+ years of experience in customer service - 2+ years of call center experience - No degree required Requirements - Familiarity with health reimbursement accounts such as Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), and COBRA (H&B) preferred OR Familiarity with retirement accounts and IRS rules and regulations (R&W) preferred - Familiarity with Salesforce/Service Cloud preferred - Bilingual language skills preferred - Energetic client service focused who is both accountable and reliable - Ability to learn and retain information while using a digital workflow to navigate the interaction and tools - Ability to connect with accountholders on a human level and assist them as needed with patience and empathy - Ability to work in a fast-paced, high-volume environment, taking up to 50 calls per day - Possesses strong written, keyboarding, and verbal communication skills - Ability to apply relationship building skills to internal and external clients - Strong computer aptitude, keyboarding skills of 50+ WPM; proficient in Microsoft suite of products - Strong problem-solving skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the accountholder. - Proactive approach to resolving issues. - Active Listening Skills - Detail-oriented, organized, and dependable - Possess a cheerful attitude and be able to perform well in a collaborative team environment - Ability to work overtime when needed - Prolonged periods of sitting at a desk and working on a computer