Role Description This position is remote and does not require regular in-office presence. This position is responsible for supporting service delivery by using established knowledge of company products and processes as well as by conducting basic analysis to process and support service-related tasks. The incumbent will work under limited supervision and may provide guidance to entry level associates or peers. - Answer all inquiries in a professional manner. - Maintain an understanding of the requirements relating to retirement plan participants. - Educate retirement plan participants on available distribution, rollover, and consolidation options and assist participants throughout each process. - Assist participants in accessing their account on-line; assist in resolving retirement plan participants' requests. - Assist in participant education regarding on-line functionality (i.e. on-line enrollment, transfers, loans and withdrawals). - Identify process improvement opportunities to increase efficiency and effectiveness of the team while maintaining an exceptional level of service. - Protect assets by adhering to all applicable regulations, policies and procedures, regulatory requirements, process requirements, and established risk guidelines. - Produce professional correspondence and demonstrate professional verbal communication and customer service skills. - Consult with the Client Service and Admin Service teams to provide assistance as volumes dictate. - Investigate and resolve participant issues and share the results with appropriate parties. Provide written instructions to involved parties. - Maintain the confidentiality of the retirement plan participant to protect and ensure compliance with policy and procedures. - Maintain a global level of knowledge in Retirement Plan areas (New Business, ERISA Plan Services, and Client Services) and remain familiar with daily processing requirements in these areas. - Effectively coordinate, join, and/or participate in discussions. May serve on committees to improve procedures and resolve problems within teams and across the department. - Other duties as assigned. Qualifications - H.S Diploma or GED - College degree preferred - 1-2 years' customer service experience and previous contact center experience required - Retirement Plans Experience preferred Requirements - Proficient written and oral communication skills. - Ability to manage multiple priorities while working within required deadlines. - Proficient customer focus with excellent interpersonal skills. - Ability to assume ownership and work within a team environment. - High level of curiosity and willingness to learn new methods and procedures. - Knowledge of ERISA, IRS/DOL regulations, and qualified plan administration preferred. - Proficiency with Microsoft Office products (Word, Excel, and PowerPoint). - ASPPA exams or equivalents preferred. - Knowledge of OMNI, Relius, and recordkeeping systems preferred. - Bilingual in Spanish and English preferred. - Some OT required - Must be willing to work 9-6p EST or 8-6p EST with a 60-minute lunch. Benefits - 401(k) Retirement Plan with company match and quarterly contribution - Tuition Reimbursement and Assistance - Incentive Program Bonuses - Competitive Pay - Flexible Hybrid work - Thrive Days - Personal time off - Paid time off (PTO) - Health Benefits: Medical, Dental, Vision - Health Savings Account (HSA) with employer contribution - Well-being programs with financial rewards - Employee assistance program (EAP) - Professional development programs - Leadership development programs - Employee resource groups - StrengthsFinder Program - Matching donations program - Paid volunteer time – 8 hours per month - Generous paid maternity leave and paternity leave - Fertility, surrogacy, and adoption assistance - Backup child, elder, and pet care support

• Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines. • Maintain steady daily ticket throughput while delivering positive, solution-focused service. • Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours. • Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps. • Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service. • Review QA feedback and apply improvements to maintain strong quality scores. • Document tickets accurately and completely so that internal partners can pick up context without rework. • Participate actively in team and business unit meetings, contributing to a collaborative support culture. • Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time.

• Lead the transition of knowledge systems to Salesforce and related tools • Own the migration approach including inventory, cleanup, taxonomy, and workflows • Establish ongoing governance standards and review cadence • Partner with IT, Support, Sales, and Product teams to drive adoption and efficiency

Role Description Member Experience Specialists serve as the main point of contact for our members throughout each point in their recovery journey. They are compassionate, accurate, and data-oriented. They are change agents who go the extra mile because they know what a difference each day is making in the life of those they help. - Go above and beyond to provide world-class member experience to individuals interested in signing up for Workit Health’s program, and throughout member’s journeys at Workit Health. - Respond promptly and professionally to customer inquiries via phone, email, or chat. - Resolve basic member issues and escalate more complex concerns to higher-level support staff as needed. - Help to facilitate each member’s journey, and accurately and efficiently communicate with members through a variety of channels as they navigate our program. - Provide accurate information about our program, services, and policies. - Follow established procedures to ensure a consistent member experience. - Educate potential members on the value of Workit Health’s program and facilitate their enrollment. - Educate our current members on how to navigate the Workit Health program, and be ready to help troubleshoot through any barriers and identify areas to increase engagement. - Communicate and provide support to members over chat, email, and phone in a professional way that embodies the company mission and values. - Be accountable for specific metrics related to productivity, member engagement, and member satisfaction. - Achieve individual and team performance goals. - Serve as an expert for member experience across the member’s journey, with a deep understanding of our program and the Workit Health app. Qualifications - High school diploma or GED. - Experience in a customer service role. - Familiarity with remote work and the ability to work autonomously are highly preferred. - Proficiency in written and verbal communications (chat, email, and phone calls). - Ability to build rapport and trust with patients and team members. Requirements - Hours: M-F 9:30am - 6:00pm CST / 9:00am - 5:30pm PST. - Pay range: $22.50 — $22.50 USD. Benefits - Fully remote work. - 5 weeks PTO (includes your birthday, 2 mental health days, and 2 floating holidays!). - 11 paid holidays. - Comprehensive health, dental, pharmacy, and vision insurance with options to fit your family's needs. - 12 weeks paid Parental Leave after 1 year of employment (includes maternity, paternity, adoption, and all ways in which our people build modern families). - 401k + 4% matching. - Healthcare & dependent care Flexible Spending Accounts (FSA & DCFSA). - Health Savings Accounts (HSA). - Employee assistance program, complete with financial coaching and counseling sessions. - Professional development allowance for Providers and Behavioral Health team. - Opportunities for internal mobility and growth at a Company with a proven track record of promoting internally. - Vibrant, democratized culture with clubs and multiple ERG groups. - Colleagues who care deeply about closing health disparity gaps within the addiction space for underserved populations.