• First point of contact for customer inquiries via telephone and ticketing system – with the aim of providing quick and solution-oriented help. • Initial resolution and escalation management for complex technical and procedural inquiries • Documentation and maintenance of the internal knowledge database and FAQ resources • Analysis of support KPIs (e.g., First Response Time, CSAT, ticket volume) and derivation of measures to improve quality. • Close collaboration with Product and CS to provide feedback on customer feedback and product bugs.

Role Description The role is for a tech-savvy and highly motivated paralegal with extensive legal order process and litigation experience. The paralegal will join a seasoned and efficient Legal team, and is fully remote. This paralegal will be responsible for: - Legal order process (LOP) intake, responses, management, and tracking. - Providing backup and overflow support for managing and responding to customer disputes and litigation matters. - Working closely with collections, payment and risk operations, customer service, and compliance teams. - Joining a passionate and dedicated team of Legal professionals. Qualifications - Ability to work independently and ownership mindset. - Good judgment and understanding of risks associated with legal orders. - Strong problem-solving and critical thinking skills. - Excellent communication skills and a team-oriented approach. - Tech-savvy with the ability to master applications that support legal order processing flow. - Intellectual curiosity and alignment with core values: Humble, Fun, Authentic, Passionate, and Accountable. - Strong attention to detail and organizational skills. - Drive for results - impact/outcome focused. Requirements - Overall responsibility for LOP management and tracking, including intake, assessment, and coordination with support teams. - Reviewing all LOP to issue-spot for issues requiring escalation to in-house legal contact. - Summarizing, following up, and helping to resolve escalated LOP issues. - Accountable for meeting LOP deadlines and negotiating extensions of time. - Accurate LOP tracking and reporting, including working with applications that support LOP management. - Demonstrating subject matter expertise in technologies and case management software. - Owning updates and training on LOP Playbooks, templates, and guidelines. - Identifying and preparing objections to subpoenas and other LOP as needed. - Implementing document productions and ensuring productions are secure. - Conducting legal research to support LOP responses. - Assessing current LOP processes and creating new practical processes and protocols. - Collaborating and troubleshooting with support teams on LOP responses. - Maintaining and updating case management matter files. - Weekly meetings with managing attorney and legal dispute team to discuss goals and escalated matters. Benefits - 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP). - HSA & FSA accounts. - Life Insurance, Long & Short-term disability coverage. - Employee Assistance Program (EAP). - 11+ Observed holidays and wellness days and flexible time off. - Employee Stock Purchase Program with employee discounts. - Wellness & Fitness initiatives. - Employee recognition and referral programs. - And much more.

• Manage and maintain department training programs, including new hire onboarding. • Prepare monthly meetings for department focused on upskill training the department. • Coordinate feedback surveys to assess training program effectiveness and identify areas for improvement. • Collaborate with department leaders to identify and address training gaps. • Update and maintain training curricula to ensure relevance and accuracy. • Proactively recommend and implement changes to training programs as needed. • Track and analyze training data to identify trends and measure program success. • Step in to facilitate leadership and trainer development courses as required. • Develop appropriate documentation for work processes, such as job aids, work instructions, quick reference guides, and simulations. • Create and send colleague-level and leader-level communications as needed for system enhancements and other changes that impact new hire curricula and resources. • Conduct regular audits of training materials, work instructions and processes to ensure compliance with company policies and standards. • Support cross-departmental projects by providing training expertise and ensuring smooth integration of new processes or tools. • Organizes continuous learning and professional development opportunities to help department stay updated on changes in the Prescription benefits industry. • Supports via communication modules, desk drops, regarding changes in the Prescription benefits industry to expand the knowledge and skillset of supporting teams. • Assists with research of escalated client/AM concerns. • Supports questions from supporting teams on processes and procedures.

• Advise students on getting back on track and supporting student success in all courses. • Host weekly meetings with struggling students to make sure they are on task and completing the required work to be successful. • Assist advisory teacher and course teachers in supporting student success with support in portfolio completion, corrections and academic behavior support. • Advise students on lesson completion organization and time management. • Attend and participate in weekly grade level meetings and academic support meetings. • Assist with behavior interventions for students struggling to be successful in the online setting. • Keep the advisory teacher apprised of details on student progress. • Actively listen to student concerns and challenges in order to efficiently identify, mitigate and provide solutions to academic issues and needs. • Work independently/with team to follow documented processes and procedures when working to solve student issues/concerns. • Directly support students as the advocate for providing student-centric support and assistance ensuring a positive, professional experience for all students in pursuit of their academic goals and achievements. • Directly interact and respond to student queries, provide issue resolution, leverage tools and resources to successful academics. • The Student Support Specialists are expected to be adaptable, flexible, versatile, understanding, calm and caring while exhibiting elevated competency to navigate and utilize the curriculum. • Teach elective course if needed