• Provide support to clients and patients in a timely and professional manner. • Use critical-thinking and problem-solving skills to generate appropriate solutions for billing issues. • Retrieve inbound requests through a minimum of one channel, respond to the client’s or patient’s needs or direct them to the appropriate party. • Correspond with patients via phone, email, chat, or text to provide and request information needed to successfully bill for testing. • Document all client, patient, and payor interactions within Ambry systems completely and thoroughly. • Review, identify, and process documents appropriately. • Understand frequently asked questions regarding Ambry products and processes, utilizing resources as needed. • Assist with incoming inquiries from patients and clients, providing one-touch resolution whenever possible for all billing-related issues. • Other duties as assigned.

• Provide first level customer service solutions in regard to client products. • Build and maintain positive customer relations by offering personalized solutions. • Strive to exceed expectations. • Ensure requests are handled appropriately by coordinating with various functions within the company. • Schedule service calls and follow up with customers/clients. • Troubleshoots and resolves technical issues using established diagnostics tools and procedures. • Responsible for accurate data input using prescribed applications. • Exceptional call handling soft skills, must possess the ability to conduct active listening while being empathetic and reassuring the customer. • Collaborate with your team to achieve high-quality service standards. • Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution. • Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues. • Adhere to all client policies, procedures, and industry regulations. • Answer inbound/outbound customer queries. • Approaches problems flexibly and can adapt and modify approach without compromising outcome.

Role Description This hourly (non-exempt) position investigates and resolves debit card and Zelle disputes by researching and monitoring cases to ensure Regulation E compliance, reviewing chargeback statuses, and handling unposted cardholder items. Additionally, this position monitors a variety of reports and performs general research tasks related to debit card operations. - Investigate and resolve debit card disputes by researching and monitoring cases, while ensuring Regulation E compliance is met. - Review reports for chargeback statuses. - Research cardholder unposted items and prepare checks as needed. - Process Zelle dispute claims, ensuring claims are processed according to all policies, procedures, and regulatory requirements. - Prepare the Merchant Credit Bureau (MCB) billing reports. - Prepare reports and invoices and send to the Accounting department. - Prepare end of month status reports. - Monitor the Account Data Compromise alerts and warm cards that were reissued due to the alerts. - Perform general research tasks related to debit card operations as needed. - Conduct and complete additional assignments/projects as designated by management. Qualifications - High school diploma or equivalent required. - Minimum one year of experience in banking or bank-related field required. - Previous experience in debit/credit card operations and balancing/account reconciliation preferred. - Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively. - Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. - Maintain professional standards relating to spelling and grammar. - Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry. - Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach. - Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks. - Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports. - Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades. - Occasional travel to other First American Bank locations, Bank functions, and training facilities may be required. - Typical schedule is Monday through Friday 8:00 a.m. to 5:00 p.m. Additional hours may be required depending upon business need. - Punctuality is required to maintain First American Bank’s customer service standards.

Role Description The Customer Solution Specialist is responsible for understanding customer needs and delivering tailored solutions that drive satisfaction, retention, and business growth. This role serves as a bridge between customers, sales, and internal teams, ensuring seamless implementation and ongoing support of products or services. - Act as the primary point of contact for assigned customers, building strong, trusted relationships - Customer Case Triage - Regional KPI tracking and Prioritization - Resolve customer issues and escalate complex cases when necessary - Monitor customer performance, usage, and satisfaction metrics - Gather customer feedback and share insights to improve products and services - Maintain accurate records of customer interactions in Solera systems Qualifications - 3 - 5+ years of experience in customer success, solutions consulting, account management, or a similar role - Strong problem-solving and analytical skills - Excellent communication and interpersonal skills - Ability to manage multiple accounts and priorities simultaneously - Experience working with CRM tools (e.g., Salesforce, Billing Platform) Requirements - Experience in a technical or SaaS environment - Knowledge of industry-specific solutions (e.g., automotive) - Familiarity with project management tools and methodologies - Strong communication skills and ability to influence stakeholders Benefits - Customer-centric mindset - Solution-oriented thinking - Collaboration and teamwork - Adaptability and flexibility - Attention to detail - Time management and organization Success Metrics - Customer retention and renewal rates - Resolution time for customer issues