• Engage with customers through live chat, responding to inquiries about memberships, fitness classes, personal training, and wellness programs. • Assist clients in troubleshooting issues related to their accounts, scheduling, and service usage. • Provide detailed information on pricing, promotions, and membership options. • Identify opportunities to upsell services and convert inquiries into memberships. • Gather customer feedback and insights to improve services and client experience. • Document interactions for quality assurance. • Collaborate with marketing and membership teams to align on promotions and provide input on customer preferences. • Stay updated on company offerings, industry trends, and customer service best practices.

• Strengthens and maintains relationships with customers to provide best in class service and drive growth and retention • Accountable for ensuring an effortless experience and overall satisfaction is provided to assigned book of dealers • Oversees the resolution of customer inquiries, handling customer escalations, building and maintaining internal and external relationships, and managing the day-to-day needs of the customers • Collaborates with Dealer Success Manager to establish and maintain expectations and timelines • Maintain a positive attitude while assisting customers • Drive results and uphold our company culture • Drive production in a fast-paced customer service environment • Address customer concerns in a positive and calm manner • Ability to multitask between phone and email communication with customers and team • Drive a high-performance culture through accountability, consistency, and performance • Use critical thinking, prioritization, and problem-solving skills to accomplish goals within tight deadlines • Escalate queries and concerns, keeping our employees and customer experience top priority • Work with internal teams to resolve customer service issues specifically related to: Legal, Accounting, Compliance, Marketing, Loan Servicing, and Underwriting • Proactively collaborate with team and management regarding performance, adverse impact of decisions on customers, and potential risks to the business • Be a continuous positive force within the office, creating strong morale and spirit throughout the Advocate team.

• Review case and insurance coverage information to customize the prior authorization request to the insurance company or physician’s office. • Navigate through payer portals to initiate/obtain prior authorization status. • Provide insurance company representatives with an overview of the services being submitted for prior authorization. • Answer questions regarding the reimbursement process and direct testing specific and treatment questions. • Complete LOMN (letter of medical necessity) form based on client or insurance requirements and fax to the ordering physician’s office for completion. • Follow up with the insurance company or physician’s office as needed. • Meet benefit investigation process standards by completing assigned worklist tasks in a timely manner and/or reporting to management when assistance is needed to complete the task. • Participate in team meetings by sharing the details of cases worked. • Comply with all applicable SOPs. • Meet or exceed productivity and quality KPI goals. • Perform other duties as assigned.

• Travel to auction locations two to three days per week to sell vehicles on behalf of CULA • Monitor and manage vendor performance, ensuring adherence to company standards and identifying corrective actions when needed • Negotiate vehicle sales directly with dealers • Manage consignment relationships with vehicle dealers • Oversee inventory management including transport status monitoring, certification inspection reviews, vehicle grading, reconditioning estimate approvals, sale preparation, and bid approvals • Conduct onsite reviews of auction procedures, inventory preparation, and sale effectiveness • Organize and facilitate vendor performance meetings with auction management and staff • Review vendor scorecards and reporting and coordinate follow-up actions on performance deficiencies • Negotiate arbitration claims in collaboration with senior management • Identify and execute market arbitrage opportunities • Audit auction expenses and vehicle announcements • Maintain and report travel-related expenses in accordance with company policies