Role Description What You'll Do (Non-Voice Support Only): - Provide email and chat support (no phone calls!) to users - Answer common "how-to" and FAQ-type questions - Assist with account management and payment-related issues - Guide users through troubleshooting steps with patience and clarity Qualifications - Excellent Dutch (C1) and English (C1) - Valid EU work permit - Prior customer service experience is a plus - Strong written communication and problem-solving skills - A team player with a positive, can-do attitude - Comfortable explaining complex topics in a clear, simple manner Benefits - Permanent contract with long-term job security - Fully remote training and work from anywhere in Bulgaria - Additional health and life insurance - 21 days of paid annual leave - Food vouchers and Multisport card (partially covered) - Performance bonuses - World-class training and career growth opportunities - Digital HR services and 24/7 psychological support Company Description At Sutherland Bulgaria, we’re all about bringing great people together to do exceptional things. We’re currently looking for motivated Customer Service Professionals to join our team supporting Spotify, the world’s leading music streaming platform. If you're ready to work in a fully international, positive, and collaborative environment, from the comfort of your home (anywhere in Bulgaria!), this opportunity is made for you. With over 422 million monthly active users across 180+ countries, it is a global leader in digital music streaming. It provides access to over 82 million songs and podcasts, combining free and premium features. Join us in supporting its vibrant user base!

• Serve as the lead advisor within a dedicated client team, working in close collaboration with a Wealth Advisor and Client Experience Specialist to build lasting relationships with a dedicated book of high net worth Empower clients • Provide a first-in-class client experience servicing needs related to client onboarding, financial planning, and investor education. • Collaborate with your advisory team resources to grow and maintain strong long-term relationships with highly valued clients • Comprehensive relationship management to be conducted via phone, email, and virtual meetings. Engagement is both proactive and reactive. • Retain assets under management and garner additional assets through diligent communication, proactive education, and unfailing responsiveness. • Act as liaison between clients & various internal groups/departments within Empower Personal Wealth to serve clients. • An ability to clearly explain the ‘Personal Strategy’ investment strategy; recommend, implement, and review investment strategies that align with clients’ risk tolerance and financial objectives, and engage with clients on portfolio, market, and economic discussions. • Provide clients with holistic financial planning on a large variety of subjects, including areas such as retirement planning, income optimization, tax-advantaged savings strategies, and education planning. • This role will collaborate with Financial Planning Specialists on complex issues or comprehensive financial plans. • Effectively coordinate with advisory team and various EPW stakeholders for client-related requests. • Willingness and ability to effectively delegate, coach, train, and develop colleagues and resources. • Travel required to meet with clients face-to-face and build strong relationships.

• Using the Artiva workflow management system, follow up on patient bills and claims to recover revenue from the responsible business entity. • Depending on the department, the business entities may include any or all the following: commercial health insurance, governmental insurance, and third party administrators • Analyze information to identify root cause of denied or unpaid claim and determine next steps • Pursue & obtain information needed to overturn claim denials, including patient & responsible party information, medical necessity, employer information, accident information • Ensure appropriate timely filing guidelines are met for maximum reimbursement • Escalate complex, complicated, or challenging accounts to management to ensure accounts are progressing effectively • Identify and discuss root cause issues with management • Draft and submit appeals with supporting documentation to overturn claim denials • Consequence to errors in judgment are critical (HIPAA violation penalties, lost revenue for hospital client, other penalties, or fines)

• Develop, understand and maintain the EHS project plan. • Provide support to communicate and manage all sections of the plan. • Responsible for safety administration, risk management, EHS training, medical and security related issues that may impact personnel or overall site safety. • Investigate incidents or near miss events as necessary or required. • Analyze root causes to determine safety measures to prevent future incidents and influence the implementation of corrective actions. • Serve as direct liaison with end customer at site in safety task planning with project scope of work. • Mentor peers and crew in advanced EHS topics and train new Safety Specialists.