• The Learning Facilitator II will be responsible for the delivery, and evaluation of training programs that enhance the skills and knowledge of employees. • Will work under the general direction of their supervisor and functional peer groups. • Interaction normally requires the ability to gain cooperation of others, while building productive relationships with internal and/or external stakeholders. • This role requires a passion for facilitation, a general understanding of adult learning principles, and the ability to adapt to the needs of a diverse learning audience.

• Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s associated with the role. • Actively promote products and services to our customers, explaining products and making recommendations based on customer driven information. • Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty. • Manage day to day contacts: Deliver accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact. • Resolve customer concerns through the case management system; create cases for each contact handled. • Assist customers and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc. • Process payments for annual maintenance fees and diagnoses payment errors. • Register customers for seminars. • Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc. • Recognize, document, and inform the regional manager regarding trends in customer correspondence. • Escalate complex inquires / requests to subject matter experts. • Carry out effective outreach to customers as required. • Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries. • Perform miscellaneous duties as assigned.

Role Description We are seeking a Customer Support Associate to join our growing team. In this role, you will serve as the first point of contact for consumers seeking pre-settlement funding, providing exceptional customer service while guiding applicants through the intake process. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced, high-volume call center environment. Experience in medical, healthcare, legal, or financial services is highly preferred, and Spanish-speaking candidates are encouraged to apply. This is a full-time remote position. Candidates must be available to work 10:30 a.m. – 7:00 p.m. Central Time (or the equivalent hours in their local time zone). Position Responsibilities - Answer approximately 75–80 inbound customer calls per day from consumers interested in applying for pre-settlement funding. - Provide outstanding customer service while educating consumers about available products and services. - Accurately collect and document customer information within company systems. - Guide applicants through the intake and onboarding process while ensuring a positive customer experience. - Meet or exceed established sales, quality, and productivity goals. - Demonstrate empathy and professionalism when assisting customers experiencing financial hardship. - Utilize CRM and other internal systems to maintain accurate records and follow-up activities. - Collaborate with internal teams to ensure timely processing of customer applications. - Follow established call scripts, compliance requirements, and company procedures. Qualifications - High school diploma or equivalent; some college preferred. - 1–2 years of experience in a high-volume inbound call center handling approximately 75–80 calls per day. - Customer service experience within the medical, healthcare, legal, financial services, insurance, or personal injury industries strongly preferred. - Bilingual in Spanish (preferred but not required). - Strong verbal and written communication skills with the ability to demonstrate empathy and professionalism. - Experience using CRM software and online chat platforms. - Ability to multitask while maintaining accuracy in a fast-paced environment. - Minimum typing speed of 35 WPM. - Ability to meet productivity and performance metrics. - Must successfully pass a background investigation. - Be able to work from 10:30am – 7:00pm CST daily, Monday - Friday. Benefits - Competitive compensation. - Comprehensive benefits package, including a choice of multiple medical plans. - Dental, vision, and life insurance. - 401(k) with generous company match. - Flexible spending accounts for medical and dependent expenses. - Time off to recharge.

• Provide end-to-end support for customers/communities to ensure a positive experience • Establish and build rapport while promoting effective relationships • Handle various types of customer inquiries and actively put the customer needs at the center of all interactions • Communicate effectively through various platforms including SMS, chat, email, and phone • Resolve customer complaints/concerns through active listening, empathy, professionalism and problem solving • Assist customers in discovering their needs and offering additional products and services to satisfy those needs