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 exceptional support to members during the open enrollment period • Ensure accurate information is provided about dental insurance plans • Handle a high volume of inbound calls

• Handle inquiries for the New Jersey Department of Human Services Office of Child support via inbound calls • Respond to telephone inquiries and concerns using approved procedures and guidelines while ensuring the quality and integrity of the call • Answer questions on various issues such as child support payments history and account histories • Reset Personal identification of callers unable to self-serve in the Interactive Voice Response system • Gather information, research/resolves inquiries, and appropriately document customer calls • Understand and retain a large amount of information • Answer and respond professionally to escalate calls • Communicate appropriate options for resolution promptly • Review customer needs and inform customers of services and resources available to them

• Handle all incoming patient inquiries with professionalism, efficiency, and compassion, serving as the primary point of contact for every patient. • Adhere strictly to the Inbound Call Procedure and Scripting, including the Standard Greeting Script, for consistent and empathetic communication. • Triage and resolve common inbound call reasons, including initial scheduling, re-scheduling, appointment troubleshooting, insurance/billing questions, patient feedback/complaints, medication status questions, and urgent patient needs • Provide support for appointment management, including verifying appointment times and rescheduling appointments.