• Participate in DLH training programs • Gather medical records and other information needed to assess ongoing benefit eligibility • Communicate with Policyholders and their authorized representatives and respond to verbal and written inquiries • Record information in claim files and input data into electronic systems to track activities and claim status, to disburse benefits and to produce management reports • Process, maintain and manage claim tasks and repetitive template payments for RPU/APU claims • Responsible for requesting and filing Attending Physician Statements and Continuance of Disability forms on RPU/APU claims • Participate in special projects as requested, and perform other related job functions as required • Support company values of *We are Dynamic, We are Innovative, We are Connected, and We Succeed Together*

Role Description The Customer Care Specialist I is responsible for handling the daily operations of select client programs, including functions such as: - Processing of delinquent cases, support process service functions, and fulfilling citizen requests while ensuring a high level of customer satisfaction. - Work closely with team members to achieve customer departmental goals and improve customer service processes. Duties and responsibilities: - Become intimately familiar with the business rules for each customer and deliver timely and accurate service. - Evaluate and process high volumes of customer and citizen requests in accordance with applicable business rules and statutes. - Maintain accurate records of customer interactions, services provided, and issues resolved. - Identify, investigate, and resolve customer-related issues, working closely with other teams as needed to implement effective solutions. - Process internal requests from operational or support teams as required. - Assist with the implementation of change requests and other services as required. - Strive for continuous improvement in service delivery. - Adhere to and exceed assigned service level agreements (SLAs), contributing to overall team and customer performance targets. - Other responsibilities as required. Qualifications - High School Diploma or Equivalent. - Competent computer skills using Microsoft Office (Word, Outlook, SharePoint, and Excel). - Data Entry 40 wpm. - Strong communication, both verbal and written. - 1+ years of data entry experience preferred. - Demonstrated ability to work and problem solve independently as well as recognize when to escalate issues. - Make sound decisions and accept/act upon constructive feedback. - Adhere to professional behavioral expectations and the ability to work well with different groups and departments. - Must operate effectively and reliably in the office and/or at home. - Drug Tests, Background Checks, and Fingerprinting are required. - Sitting or standing for extended periods will be a requirement. Company Description Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

• Advocate for the client to ensure their needs are being met. • Participating in pre-implementation activities to establish relationships and domain expertise early in the deployment process. • Performing post-implementation tasks, on-site with our clients, while working on a dynamic Customer Experience team. • Collaborating with the Customer Support, Account Management and Implementation teams to ensure a smooth post-implementation experience for our clients. • Working with our clients to learn and understand their current workflows. • Keep diligent records of all client meetings, tasks, and deliverables. • Seeking out and nurturing relationships with power-users and influencers within client sites. • Tracking user feedback to help influence the product roadmap and maintain communication with clients to resolve product issues. • Distributing and ensuring completion of client surveys and ultimately responsible for your clients NPS score. • Collaborate internally to solve complex problems and work on a diversity of tasks in a fast-paced environment. • Collaborating with first responders, which is a uniquely satisfying experience. • Helping to innovate and test new processes to improve efficiency as well as internal and external customer satisfaction.

YOU WILL - Provide support to merchant partners, including e-commerce retailers using a variety of online platforms - Investigate and resolve technical, operational, and configuration-related issues using a range of troubleshooting techniques - Collaborate closely with internal technical and business teams to ensure timely resolution of merchant inquiries and deliver a high-quality support experience - Manage multiple customer requests simultaneously while effectively prioritizing tasks and maintaining service standards - Contribute to the development and improvement of scalable support processes and workflows - Communicate with merchant partners regarding product updates, new features, and service enhancements - Gather and share customer feedback and feature requests to support product improvements and future development initiatives