• Serves as the Customer Care department’s primary point of contact for questions from other business units, staff and brokers/clients. • Assists the Supervisor in daily activities to ensure exceptional customer service is maintained. • Assist with coaching, developing and motivating team members. • Facilitate team meetings and training sessions. • Assist with designing and updating procedures for tasks and transactions. • Participate and support continuous improvement initiatives; identify gaps and perform root cause analysis. • Monitor work volumes and prioritize workloads to help meet team metrics. • Serve as a resource for team members on policies and processes. • Lead or assist with project initiatives, including providing requirements and testing. • Build proactive and meaningful customer relationships, with a focus on improving the customer experience. • Leverage synergies with business groups to create mutual success.

• Use exceptional customer service and interpersonal skills to answer calls regarding retirement, life, and annuity investment products. • Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members for complex issues and situations. • Locate/research information using multiple systems/technologies. • Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues. • Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner. • Learn and maintain a proficient understanding of products, procedures, and systems. • Achieve department metrics and expectations. • Participate in a team based environment to achieve department goals.

• Provide reliable, accurate, and responsive customer service support to B2B customers • Manage inquiries related to orders, shipments, invoices, and product availability • Maintain proactive communication with customers and sales representatives • Track and analyze claims and credit memo volume, identify reasons and trends • Propose process improvements and ensure Standard Operating Procedures (SOPs) are up to date

• Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction • Answer customer emails promptly, addressing their inquiries and concerns professionally • Assist other departments with policy procedures and adjustments • Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies • Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources • Handle emotionally challenging, intense, and stressful situations with grace and resilience • Performs other duties as assigned