• Act as a professional brand ambassador by promptly responding to client inquiries via chat, email, SMS, or phone. Provide accurate information, resolve concerns, and offer repayment guidance with empathy and clarity. • Identify, proactively promote, and cross-sell company products to eligible customers during servicing calls, contributing to overall business growth targets. • Assist clients with payment arrangements and commitments. Encourage on-time payments, explain available relief options, and guide customers through necessary documentation and follow-ups. • Collaborate with internal teams to address client needs. Educate customers on loan processes, repayment options, and company products, and promote additional offerings during service interactions when appropriate. • Maintain clear and professional records in client systems. Conduct research using internal/external tools and coordinate with other departments to ensure timely and effective resolution.

• Project manage channel initiatives - such as pipeline automation and provider credentialing • Serve as the point of contact for project status updates, open issues, and escalation management • Collaborate across teams (Product, Engineering, Clinical, Sales) to resolve issues and drive seamless client experiences

• Support the coordination of member healthcare services • Assist with intake, screening, and triage of care team tasks • Interact with members, providers, and internal teams to gather information • Maintain accurate and compliant documentation within internal systems • Conduct non‑clinical research to support case activity • Monitor cases for needed follow‑up or program referrals • Uphold quality and regulatory standards by adhering to company policies

• Support comprehensive coordination of medical services, screening and supporting the implementation of care plans to promote effective utilization of healthcare services. • Promotes, supports quality effectiveness of Healthcare Services. • Completes documentation of each member call in the electronic record, thoroughly completing required actions with a high level of detail to ensure compliance requirements are met with efficiency. • Works independently and competently, meeting deliverables and deadlines while demonstrating an outgoing, enthusiastic, and caring presence telephonically. • Ability to effectively participate in a multi-disciplinary team including internal and external participants.