• Acts as the primary point of contact for Sponsor/CRO and Principal Investigator/site communications regarding submissions • Conducts thorough administrative reviews of submissions, liaising with study and site personnel to address any missing information or issues to ensure timely completion • Documents and adheres to client requirements, including organizational and protocol notes • Provides proactive support to the team by assisting with task reassignments and managing documentation for foreign language translations • Maintains a high level of accuracy and attention to detail, collaborating with the quality control team to minimize errors • Ensures timely completion of tasks within expected turnaround times and promptly responds to customer inquiries within 24 hours • Escalates customer or timeline issues to direct supervisors as needed and participates in process improvement initiatives • Attends conferences and workshops, and completes assigned trainings promptly • Processes various items starting from MODs with minimal ICF impact, progressing to MODs with greater ICF impact, and handling PROs/SSUs/clients upon promotion to CSC II

• Serve as a primary point of contact for client inquiries and updates • Coordinate schedules, confirmations, and workflow timelines • Track client requests and ensure all details are handled accurately • Maintain organized documentation and digital records • Provide proactive follow-ups to ensure a smooth and professional experience • Apply established systems and tools to maintain service standards

• Assist clients with planning vacations, getaways, cruises, theme park trips, and group travel • Research destinations, accommodations, transportation, and activities • Provide clear recommendations and itinerary details • Maintain accurate client records and follow-up communication • Support clients before, during, and after their experience • Participate in online training to stay current on systems and processes

• Respond to prospective clients across phone, text, email, and chat • Guide agents through the application and documentation submission process • Review incoming documents for completeness and accuracy • Identify early blockers (missing forms, unclear dates, inconsistent information) • Follow up with agents who started but have not completed an application • Prepare clean and accurate files for approval review • Maintain high inbound response speed and deliver an exceptional client experience • Educate clients on next steps, documentation requirements, and timelines • Update Salesforce with client details, document status, and application progress • Coordinate internally with operations as files move toward approval • Track application progress and ensure timely movement toward a decision