• Receive and review complaints related to medical devices • Investigate complaints by gathering relevant information, analyzing data, and conducting root cause analysis • Communicate directly with customers to solicit information, address concerns, and provide updates on complaint resolution • Serve as a liaison between Therapy Support and Quality departments to optimize customer satisfaction and maintain regulatory compliance • Ensure complaint investigations are complete, accurate, and closed in a timely manner • Collaborate with cross-functional teams – including Therapy Support, Quality, Regulatory, and Product – to resolve complaints • Ensure compliance with applicable regulations and standards, including FDA 21 CFR Part 820 and ISO 13485 • Prepare for and participate in internal and external audits • Contribute to cross-functional process improvement initiatives

• Deliver outstanding customer service for Osprey BtoB (via email & telephone) to retail partners. • Work closely with the regional sales team to identify risks and actions. • Ensure that customer orders are processed efficiently and accurately. • Support stock availability & price information requests primarily over email. • Manage retail customer orders from inputting the order until the final invoice. • Liaise with sales reps regarding customer accounts, enquiries and order book issues. • Provide and analyze data and customer performance to sales. • Record values of orders and cancellations on relevant internal logs. • Communicate with customers about deliveries; arranging booking slots if required. • Monitor orders pre-season on the system daily.

• Handles incoming calls, emails, inquiries and transactions from various segments within the book of business. • Possess a strong knowledge of internal process, understands relationships and key linkages between business units. • Collaborates with internal and external parties to coordinate service related activities and manage client projects. • Resolves customer escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions. • Possess strong time management and follow through skills, has the ability to transition seamlessly between service requests, ensuring all deadlines are met and service is confirmed. • Provides customer proactive service and education regarding service options, charges, billing, and contracts. • Documents each interaction, ensuring service, pricing and other required information are entered into the system. • Strives to meet or exceed service and operational goals established for the service, including productivity, quality, accuracy and timeliness goals. • As required by management, maintains routine customer service related reports and creates reports as requested.

Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. The role: The Mailroom Lead is responsible for assisting the Mailroom manager in supervising the processing and delivering of incoming and outgoing mail at SoFi, while also participating in the day-to-day tasks of the Mailroom. This requires a high level of attention to detail, strong organizational skills, and adherence to strict deadlines while maintaining a high level of confidentiality and professionalism. What you’ll do: - Supervise and assist in all Mailroom activities to ensure staff meets deadlines related to incoming and outgoing mail and packages - receiving and tracking inbound mail, preparing and shipping outgoing mail, tracking work volumes and supply inventory levels. - Serve as the primary point of contact for complex shipping issues, lost packages, or escalated inquiries from internal departments. - Help manage daily schedules, task assignments and training of new and existing Mailroom associates. - Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude - Conduct regular checks of Mailroom activity, ensuring established procedures are adhered to, and suggesting areas of improvement. What you’ll need: - Minimum of 1 year customer service or Mailroom experience - High school diploma or equivalent (GED) required - Ability to effectively work individually and in a team environment. - Ability to multitask and manage competing priorities - Ability to adapt to changing fast-growing production environment - Strong communication, organizational, and administrative skills - Proficient with Microsoft Office Suite (Word, Excel, PowerPoint) and/or Google suite - May be required to lift items weighing up to 50 pounds - Must be detail-oriented with an ability to work in a fast-paced environment Nice to have: - 2+ years Mailroom or shipping experience - Prior knowledge of or work experience in a banking environment - Prior work experience in people leadership (team lead, manager, etc.) Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment. Position Type/Expected Hours of Work This is a full-time, in-office position and hours of work and days are Monday through Friday, between 8:00 a.m. to 6 p.m. Occasional evening and weekend work may be required as job duties demand. Compensation and Benefits The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location. To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page! SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The Company hires the best qualified candidate for the job, without regard to protected characteristics.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.New York applicants: Notice of Employee RightsSoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.Internal Employees If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.