• Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements • Communicate with customers and agents via multiple channels (phone, chats, emails) while navigating multiple systems and platforms • Receive and respond to inquiries related to insurance matters • Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions • Evaluate and interpret policy information within prescribed authority limits • Access account information and communicate while working in multiple systems • Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions • Document customer interactions and outcomes thoroughly in system • Escalate unresolved issues requiring advanced support for further resolution • Build knowledge and acumen through self-directed learning • Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements • Help maintain department knowledge resources to keep them current • Actively listen to customer concerns to identify trends or patterns • Recognize opportunities for process improvement and makes recommendations to leadership • Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.

Role Description We are currently seeking motivated and people-oriented individuals to join our remote team as Customer Assistance Coordinators. In this role, you will help support clients by answering questions, coordinating requests, and ensuring a smooth and positive experience throughout the service process. This opportunity is ideal for individuals who enjoy helping others, staying organized, and working in a flexible remote environment. - Serve as a helpful resource for client questions and support needs - Assist with processing requests and coordinating service-related activities - Provide timely updates and communicate important information clearly - Help guide clients through available options and next steps - Monitor ongoing requests and ensure follow-up actions are completed - Maintain accurate records and update information within company systems - Review details for accuracy and address discrepancies when needed - Collaborate with team members to support client satisfaction goals - Participate in ongoing training and skill-development programs Qualifications - Strong interpersonal and communication abilities - Excellent organizational and multitasking skills - Ability to remain detail-oriented while managing multiple priorities - Comfortable using web-based applications and communication platforms - Strong customer-focused mindset - Self-starter with the ability to work independently - Reliable internet access and basic computer skills - Must be 18 years of age or older - Must be legally authorized to work and reside in the U.S., U.K., Mexico, Australia, or Spain or other regions Benefits - 100% remote work opportunity - Flexible schedule options - Complete training provided - Ongoing mentorship and professional support - Advancement and leadership development opportunities - Performance-based recognition programs - Travel-related benefits and discounts - Supportive and collaborative team culture

• Support travellers throughout their journey, providing real-time assistance, coordinating solutions, managing requests, and ensuring a smooth and thoughtful travel experience from start to finish.

This is a fully remote position-must be able to work any shift during business hours, currently Monday- Saturday 8am-9pm EDT with rotational Saturdays (depending on business needs at the time) SPECIFIC RESPONSIBLITIES: - Handle incoming technical support customer requests escalated by front-line support. - Serves as a customer care agent for an assigned customer base or product area. - Responds to customer inquiries received via telephone or online. - Answers routine to moderately complex questions, following established procedures. - Researches and troubleshoots customer requests, analyzes needs and: - Determines problem source (i.e., hardware, software, user access), - Resolves issues where possible, - Refers difficult and complex issues to internal technical experts, and/or - Refers issues to management, documents issues for future - Documents and reports on customer inquiries, status and resolution. - Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction. - Builds working relationships with customer representatives and with cross functional teams. QUALIFICATIONS: Minimum- - High School Diploma/GED and 3 years' experience in a related field. - OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; - OR 5 years' experience in a related field - Ability to work flexible work hours/schedule. - Able to work independently and as a team to deliver on individual and business goals - Strong problem-solving capabilities - Strong technical troubleshooting skills - Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail. Preferred- - Experience using SQL or XML to investigate and resolve complex customer issues by querying internal databases is strongly preferred. - Ability to write and interpret SQL or XML to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred. - Strong analytical skills with the ability to translate SQL or XML results into actionable recommendations for support and product teams is strongly preferred. - Displays strong dependability and reliability - Ability to handle multiple competing priorities and deliver results in a fast-paced environment. - CRM case logging/Salesforce experience - Experience with interaction distribution systems such as Genesys Pure Cloud. USD 20.10 - 30.10 per hour Compensation: Hourly pay rate is in the range of $20.10 - $30.10/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Benefits: Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. Application Deadline: 06/28/2026 EOE, including disability/vets