• High-Touch Member Support: Serve as the frontline expert for members, providing high-energy, professional, and empathetic support across phone, email, and live video (Zoom). • Virtual Guided Onboarding: Lead members through screen-share sessions to troubleshoot app issues and facilitate complex investment transfers (ACATs/Rollovers) in real-time. • Active Pipeline Management: Maintain a rigorous follow-up cadence, proactively calling and emailing members with status updates on their money movements to ensure they are never left wondering. • Communication Excellence: Manage a high volume of member inquiries with a focus on responsiveness, clarity, and "closing the loop" on every ticket. • Calendar & Meeting Mastery: Strategically manage your schedule to maximize availability for member calls, ensuring a frictionless booking experience for those who need your help. • Feedback Loop: Act as the "Voice of the Member" by documenting common pain points discovered during live interactions and collaborating with Product teams to solve them. • Service Recovery: Proactively reach out via phone to members who have reported less-than-ideal experiences (low CSAT/NPS) to listen, learn, and resolve their concerns.

• Serve as the frontline expert, providing high-energy, professional, and empathetic support across phone, email, chat, and live video (Zoom). • Masterfully manage a high volume of member inquiries with a strict focus on responsiveness, clarity, and "closing the loop" on every single interaction. • Strategically optimize your calendar to maximize availability for live member calls, ensuring a seamless booking experience for those who need immediate help. • Actively document common user pain points discovered during live interactions, partnering with our Product and Engineering teams to solve issues at the root. • Proactively reach out to members who have reported less-than-ideal experiences (low CSAT/NPS) to actively listen, learn, and turn their experience around.

• Mentor a team of New Business Brokers to help them hit their goals. • Work directly with prospects and underwriters to close deals yourself. • Improve team performance through hands-on coaching, shadow sessions, and actionable feedback. • Keep the energy high and motivate your team to consistently hit and exceed monthly GWP targets. • Lead daily huddles, coaching sessions, and file audits to ensure we are maintaining the highest standards of accuracy and service. • Use your judgment to help brokers navigate complex contractor risks.

• Continually engage leads provided to you by Zensurance to convert requests for insurance into customers. • Evaluate the needs of prospective clients to make expert recommendations on necessary coverages. • Provide continuous support from quote to sale to ensure a seamless client experience within set timelines. • Demonstrate a thorough understanding of our insurance products and educate clients on their policy coverages and needs, breaking down complicated concepts into simpler terms. • Recommend operational changes to our processes to support further improvement of the overall customer experience. • Connect with external stakeholders (underwriters, insurance companies) and work as part of the team to achieve shared goals. • Provide weekly flow updates to enhance programs and pricing.