• Manage customer interactions across all active communication channels, primarily handling complex or sensitive cases escalated by our AI agent. • Ensure timely, clear, and respectful resolution of cases, maintaining high service quality standards and proper documentation. • Conduct proactive outreach to customers when case sensitivity, customer needs, or business priorities require follow-up, clarification, or preventive support. • Act as the voice of the customer within Baubap, escalating recurring or systemic issues and ensuring customer impact is considered in internal decisions. • Identify recurring pain points from frontline interactions and translate them into structured improvement proposals. • Support the execution and follow-up of approved initiatives aimed at improving customer experience, operational efficiency, or communication clarity. • Stay up to date with product updates, policies, and tools to ensure accurate and consistent service delivery.

• Delivers exceptional customer experience to Embark customers and prospects. • Identifies customer needs and provides best solution or guidance in the best interests of customers. • Be a subject matter expertise for RESP and assist customer requests for RESP related services over the phone, e-mail and online chat, including contributions, payments and general account related inquiries. • Offer and guide customer to leverage digital and self serve options, seek out opportunities to meet with licensed specialists in other departments (e.g. refer new customers to Sales teams) and create easy & smooth experiences. • Takes ownership of challenges as they arise, identifying gaps and opportunities to keep customers on track. • Looks for ways to enhance or improve overall customer experience. • Organizes customer related information to ensure accuracy, completeness, and confidentiality. • Acts as both a team player and a leader: someone who can back up teammates and fill in for absences as needed and take the lead on important projects. • Broader accountabilities may be assigned as needed. • Supports customers who contact us through our centre, Monday to Thursday, 9 a.m. to 8 p.m. and Friday 9 a.m. to 6 p.m. (Eastern Time). Work schedule may differ from week to week in terms of days worked, hours, and shifts.

• Delivers exceptional customer experience to Embark customers and prospects. • Identifies customer needs and provides best solution or guidance in the best interests of customers. • Be a subject matter expertise for RESP and assist customer requests for RESP related services over the phone, e-mail and online chat, including contributions, payments and general account related inquiries. • Offer and guide customer to leverage digital and self serve options, seek out opportunities to meet with licensed specialists in other departments (e.g. refer new customers to Sales teams) and create easy & smooth experiences. • Takes ownership of challenges as they arise, identifying gaps and opportunities to keep customers on track. • Looks for ways to enhance or improve overall customer experience. • Organizes customer related information to ensure accuracy, completeness, and confidentiality. • Acts as both a team player and a leader: someone who can back up teammates and fill in for absences as needed and take the lead on important projects. • Broader accountabilities may be assigned as needed. • Supports customers who contact us through our centre, Monday to Thursday, 9 a.m. to 8 p.m. and Friday 9 a.m. to 6 p.m. (Eastern Time). Work schedule may differ from week to week in terms of days worked, hours, and shifts.

• Delivers exceptional customer experience to Embark customers and prospects. • Identifies customer needs and provides best solution or guidance in the best interests of customers. • Be a subject matter expertise for RESP and assist customer requests for RESP related services over the phone, e-mail and online chat, including contributions, payments and general account related inquiries. • Offer and guide customer to leverage digital and self serve options, seek out opportunities to meet with licensed specialists in other departments (e.g. refer new customers to Sales teams) and create easy & smooth experiences. • Takes ownership of challenges as they arise, identifying gaps and opportunities to keep customers on track. • Looks for ways to enhance or improve overall customer experience. • Organizes customer related information to ensure accuracy, completeness, and confidentiality. • Acts as both a team player and a leader: someone who can back up teammates and fill in for absences as needed and take the lead on important projects. • Broader accountabilities may be assigned as needed. • Supports customers who contact us through our centre, Monday to Thursday, 9 a.m. to 8 p.m. and Friday 9 a.m. to 6 p.m. (Eastern Time). Work schedule may differ from week to week in terms of days worked, hours, and shifts.