Our Mission Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable. Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on. Your Impact on our mission: As a Specialist, Customer Experience at Zocdoc, you will embody our core values in all interactions, working diligently to deliver exceptional customer service to our provider accounts. You’ll be evaluated on your ability to upsell features and offer tailored solutions to our customers. You will play a vital role in fostering authentic connections, inspiring engagement, and ensuring that healthcare providers can easily access the benefits of Zocdoc's platform through calls, emails, and chat. You’ll enjoy this role if you are… Super-positive and empathetic: you see the best in people and know how to bring it out A team player, who enjoys working in a highly collaborative (and extremely fun!) team environment Passionate about bringing solutions to providers Excited to learn new techniques and systems Your day to day is… Providing best-in-class customer service experiences to our healthcare provider partners through calls, emails, and chat, proactively upsell features, and make it easy for customers to utilize Zocdoc's services effectively Seeking opportunities to make using Zocdoc easy for our providers through multiple channels, streamlining their interactions and improving their overall experience Acting as the voice of Zocdoc, treating each interaction as a chance to create lasting positive impressions, offer proactive solutions,  and humanize the connection between our product and our users. Resolving issues promptly and effectively Developing a deep understanding of Zocdoc's platform and services, inspiring engagement by demonstrating the value we bring to our users through multiple support channels Maintaining accurate records of all interactions, ensuring that our commitment to making healthcare easy is consistently upheld, regardless of the communication method You’d be successful in this role if you have…. Excellent communication and interpersonal skills, both in verbal and written form Customer service experience, preferably in a healthcare or technology-related field Strong problem-solving abilities and adaptability in a fast-paced environment Exceptional organizational skills and attention to detail Dedication to delivering best-in-class customer service and promoting Zocdoc's mission Benefits: Flexible work environment Competitive PTO 100% paid employee health benefit options (including medical, dental, and vision) 401(k) with employer funded match Corporate wellness program with Wellhub Sabbatical leave (for employees with 5+ years of service) Competitive paid parental leave and fertility/family planning reimbursement Cell phone reimbursement Employee Resource Groups and ZocClubs to promote shared community and belonging Great Place to Work Certified Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details. About us Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values . Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish. Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone , we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better.  We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws. 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• Lead, coach, and develop a team of 6–10 Vendor Onboarding Specialists • Conduct regular one-on-one meetings focused on performance, skill development, engagement, and growth • Build a positive, motivating team culture • Own day-to-day performance management for the team • Review recorded calls to provide coaching, quality assurance, and training • Act as a key liaison between the Vendor Onboarding team and other C&W Services stakeholders • Track onboarding metrics and report insights to leadership • Analyze performance trends and identify opportunities to improve team effectiveness

Role Description As an Onboarding Specialist (virtual or local location), you will be part of the Shared Support Team (SST) and provide support to multiple Financial Planners across the firm, ensuring and enhancing planner satisfaction through direct contact with planners, custodians, and other operational employees. We are looking for someone with strong financial services industry experience to help us deliver superior client service by being a subject matter expert on onboarding processes, various custodians and their requirements as well as performing related administrative functions. If you have exceptional client service skills, the ability to adapt to various planner needs, strong multitasking abilities, strong communication and relationship-building skills, with a good understanding of wealth management, this may be the opportunity for you! Responsibilities: - Advanced ability to work and support multiple Planners in various locations with onboarding new clients, opening new accounts, and the transfer of incoming assets. - Ability to handle and prioritize work with a high level of expertise in service and transfer transactions. - Accurately and efficiently prepare new account paperwork and open client accounts in good order. - Monitor newly established accounts for accuracy and timeliness on the trading platform. - Provide asset transfer administration support, tracking funds to ensure they have moved as expected; coordinate with custodians and troubleshoot any issues to full resolution. - Respond to Planner requests for new client support, ensuring all needs are met and assist with detailing client data in systems for use in future client interactions. - Verify accounts are traded into the correct model and aid operation teams as needed; track incoming rollovers, other investment funding, and transfers to ensure that all applicable accounts moved as expected. - Supervise client account activity for incoming transfers, ACATs, and rollovers, researching and resolving issues in the transfer process. - Work closely with Operations and custodians on requirements for new accounts, transfers, ACATs, and rollovers. - Meet all onboarding goals and service level agreements as it relates to new accounts being opened and funded. - Help prospects and clients get set up to view their accounts through the Edelman Financial Engines client portal and custodian websites. - Maintain risk awareness and compliance; identify problems in a timely manner while complying with standard resolution policy, the established corporate process, and regulatory procedures. - Act as a resource for ongoing questions/issues for planning teams when it comes to new accounts and transfers. Qualifications - Three years of confirmed experience; registered Investment Advisor or Broker/Dealer preferred. - Bachelor’s degree: business or financial field preferred. - Knowledge of financial services principles, products, and services. - Outstanding client service skills & highly effective verbal and written business communication skills. - Critical thinking, attention to detail, and multi-tasking skills required. - Complete work with a high degree of accuracy. - Able to adapt to changes in the work environment, handle competing demands and work with frequent change, delays, or unexpected events. - Position requires a high level of confidentiality. Requirements - The expected base salary range for this role nationally is $66,000 - $93,000. - Final base pay will be carefully determined based on several factors, including responsibilities, job-related skills, relevant experience, geographic location, and market conditions. - In addition to a competitive base salary, you will be eligible for an annual target cash bonus. - This role also offers the ability to earn additional cash bonuses for your contributions throughout the year. - Bonus amounts are determined by your individual contributions, your team’s results, and, in some cases, the revenue your team generates. Benefits - Your recruiter can share more about the specific benefits eligible for this role during the hiring process. Company Description Since 1986, Edelman Financial Engines has been committed to always acting in the best interests of our clients. We were founded on the belief that all investors – not just the wealthy – deserve access to personal, comprehensive financial planning and investment advice. - Recognized by Barron’s as a top RIA firm for eight years in a row (awarded each September (2018-2025) based on prior 12-month data through June 30). - We support more than 1.27 million clients across 140+ offices nationwide and manage over $324 billion in assets. - Our unique approach to serving clients combines our advanced methodology and proprietary technology with the attention of a dedicated personal financial planner.

• Work closely with customers to assess their goals and existing business practices to ensure onboarding alignment, proper account setup, and implementation support • Track tasks against a schedule, execute onboarding efforts, and coordinate with internal staff to ensure milestones are met on a timely basis • Measure and track customer onboarding outcomes • Share the voice of the customer as you partner with Engineering, Marketing, Product, and Sales to deliver a best-in-class customer experience • Become a trusted resource for software and productivity trends in the fleet management domain