• Conduct inbound and outbound calls for our health and wellness incentive programs • Summarize notes for each call accurately in accordance with Finity’s quality assurance procedures • Provide consistently excellent customer service • Register members to wellness programs • Assist members with navigating our wellness portals and ordering catalog items • Manage multiple software interfaces for different wellness programs according to member needs • Maintain consistent punctuality and attendance to provide complete call queue coverage at all times • Follow best practices regarding HIPAA laws and protection of members PHI at all times

• interacts with customers via telephone, email, or in person to provide support and information on services • collects and enters information for services • fields customer questions and complaints and ensures appropriate actions are taken to resolve issues • maintains customer accounts and records of customer interactions

• Quality assurance & monitoring: You continuously monitor and analyze service quality (e.g., through side-by-side coaching, silent monitoring and ticket audits) — for both the in-house team and the external team in Kosovo. • Performance management of the phone team: You are the primary contact for the phone team abroad, keep a constant eye on their KPIs (e.g., availability, handling time, customer satisfaction) and ensure our quality standards and targets are met. • Training & onboarding: You design and deliver trainings for the in-house team when introducing new products, tools or processes, and ensure that knowledge is passed on effectively to the phone team. • Process optimization: You identify weaknesses in current workflows, develop new processes in close coordination with the Head of CSM and optimize existing procedures for a more efficient customer journey. • Knowledge management: You maintain and expand our internal knowledge base so that both teams always have access to the latest information. • Reporting: You prepare regular quality and performance reports and derive concrete recommendations for action for the Head of CSM.

• Provide excellent customer service via phone, email, SMS, or chat • Actively listen to customers' needs and offer solutions • Utilize soft sales techniques to offer product recommendations • Build and maintain positive customer relationships • Meet individual and team performance metrics • Maintain accurate records of customer interactions