• Answer inbound inquiries and prospect calls from web chat and call centers • Aggressive follow up on “after-hours” or missed calls • Utilize multiple methods of contact (text messaging, e-mails, phone calls) to reach prospective sellers • Set appointments for Real Estate Consultants to continue the sales process • Audit leads to ensure they’re followed up on appropriately • Assign leads that aren’t auto assigned to Real Estate Consultants • Follow up on aged leads • Provide general sales support

• Curate a deliberate and strategic curriculum for WM: contemplating what we want WM to know and how we want them to focus on a weekly and monthly basis. • Control what is communicated to ensure deliberate and impactful outcomes. • Deliver training to new hires and new to firm employees. • Identify opportunities to drive employee adoption and usage of new processes and systems…and execute against opportunities. • Track and trend Advisor Team requests and identify training gaps/ opportunities. • Collaborate with M&A leadership to drive integration process improvement. • Maintain regular communication with business stakeholders to refine and evolve the training program. • Review and understand workflow process and technology enhancements.

• Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations. • Serve as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary. • Partner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments. • Own dialer configuration, multi-channel campaign management, pacing, and compliance settings. • Execute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives. • Optimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs. • Oversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information. • Translate contact center data into actionable insights and strategic recommendations. • Ensure adherence to regulatory and compliance guidelines related to outbound calling. • Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking. • Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance. • Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels. • Document contact center processes and changes to maintain operational transparency and continuity. • Collaborate with Operations, Product, IT and Leadership teams on platform enhancements, system changes, and continuous strategic improvement initiatives with special focus on use of AI-enabled initiatives. • Establish and lead a team of analysts overseeing contact strategies and outbound campaign Management, Workforce Engagement Management (WEM) and general Genesys administration.

• Contact injured workers, employers, and medical providers to verify and obtain initial claim information • Obtain and track medical records and documentation • Schedule medical appointments and coordinate follow-ups • Obtain and communicate work status updates from providers • Draft, edit, and distribute correspondence on behalf of the case manager • Accurately document all case activity and communications in the claims management system • Maintain and manage assigned diary tasks to ensure timely follow-up • Identify and escalate issues requiring case manager attention • Assist with triage and direction of care based on established guidelines • Support medical management efforts to ensure compliance with Florida Workers’ Compensation statutes • Perform additional administrative or case-related duties as needed