Role Description Evaluates business unit performance and quality of contact, processing and/or file handling. Consults with business unit to identify primary opportunities impacting quality and recommends course of action to correct unfavorable performance. Leads and executes all aspects of evaluations on a rotational basis, for specific and/or multiple locations. This also includes presentation of results and information to business partners and leaders. - Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts. - Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer’s journey. - Contributes to benchmark audits and targeted reviews. - Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling. - Partners with leadership to identify targeted audit needs for individual sites or teams. - Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders. - Consults with business to identify top opportunities and recommends actions to improve work product and business results. - Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed. - Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers. - May serve as team audit lead on a rotational basis. - Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits. - Analyzes audit data and assembles audit summary reports for leadership distribution. - Participates in audit closing conferences with leadership. - Completes secondary reviews of peer audits to ensure internal consistency of work. - Assists Compliance with targeted reviews. - Trains new members and mentors potential successors. - Performs other duties as assigned. Qualifications - High school diploma or equivalent required. - Bachelor’s degree preferred. - 1-3 years of experience working in claims or contact center. - Prior Quality and Call Center experience. - Fluent English. Requirements - Experience in a Performance Coach or similar position preferred. - Experience in a Supervisory position or team lead role preferred. Benefits - Competitive salary and performance-based bonuses. - Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc. - Career development and training opportunities. - Dynamic and inclusive work culture within a globally renowned group. - Private Health Insurance. - Pension Plan. - Paid Time Off. - Training & Development.

• Analyze legacy system data structures and perform data profiling to identify data quality issues, gaps, and transformation requirements • Lead data-focused work sessions and workshops with client stakeholders to gather requirements, review mappings, and resolve data-related decisions • Engage directly with customers to explain data structures, transformation logic, and migration outcomes in a clear and actionable way • Develop and maintain detailed source-to-target data mapping specifications aligned to Accela data models (e.g., records, contacts, parcels, ASI) • Design and execute data extraction, transformation, and load (ETL) processes to migrate data into the Accela Civic Platform • Perform data cleansing, normalization, and enrichment activities to ensure consistency and accuracy prior to migration • Execute mock conversions and support iterative migration cycles, including testing, validation, and issue resolution • Develop and execute data validation and reconciliation processes to confirm completeness, accuracy, and integrity of migrated data • Troubleshoot data-related issues and work collaboratively with functional consultants and client stakeholders to resolve discrepancies • Support User Acceptance Testing (UAT) activities related to migrated data and ensure readiness for go-live • Participate in go-live cutover activities, including final data loads and post-migration validation • Document migration processes, mapping logic, validation results, and lessons learned to support repeatability and continuous improvement • Demonstrate curiosity and initiative in leveraging AI-assisted tools and automation to improve data migration processes, including mapping, validation, documentation, and repeatable frameworks • Contribute to the development of data migration best practices, tools, and templates across the Professional Services organization

• Provide Colleague implementation support such as training, functional consulting, and technical support at client sites. • Analyze current business processes related to student billing, payments, refunds, and collections. Make suggestions to utilize various technological tools to improve efficiency and compliance. • Work closely with stakeholders, including student accounts and financial aid personnel, to understand their requirements, challenges, and objectives. Collaborate on solutions that align with institutional policies and regulations. • Stay current on industry best practices and advancements in Ellucian Colleague and student account technology. • Propose and implement continuous improvements to optimize the utilization of the Colleague Student Accounts Receivable module. • Coordinate with internal teams and external stakeholders to ensure successful project delivery within defined timelines.

• Serves as a primary point of contact for incoming claims-related inquiries across large and complex commercial lines of business, delivering timely, accurate and professional support. • Reports new claims to carriers in accordance with policy requirements and internal protocols, ensuring prompt and accurate claim setup. • Coordinates, prepares, and actively participates in claim review meetings with insureds and carriers, providing insights, status updates, and strategic guidance. • Works closely with Producers and Account Managers to deliver comprehensive claim updates, analytics, and supporting documentation to clients. • Acts as a client advocate throughout the claims lifecycle to help ensure fair, efficient, and policy-compliant claim resolution. • Drives communication between clients, carriers, adjusters, and other stakeholders to drive effective claim handling and timely outcomes. • Analyzes claim activity, reserves, and documentation to identify trends, coverage considerations, potential issues, and follow-up actions. • Partners with clients in identifying risk control and loss mitigation opportunities through coordination with internal resources and external vendors. • Maintains accurate, organized, and up-to-date claim files within agency management systems and other applicable platforms. • Leverages available technology, including data analytics and AI-enabled tools, to enhance service delivery, reporting accuracy, and operational efficiency. • Provides input on departmental workflows, processes, and service enhancements to improve client experience and operational effectiveness. • Performs other projects, duties, and tasks, as assigned.