• Represent the customer voice • Bring the customer into internal discussions. Collaborate with teams to prioritise and deliver projects that solve real customer problems. • Connect with stakeholders across the business to turn insights into action. • Track and boost satisfaction • Build a framework to track satisfaction metrics. • Talk to clients directly (phone, online, face-to-face) to gather feedback. • Analyse feedback to spot trends, fix issues, and drive satisfaction higher. • Build a customer-first culture • Lead initiatives that put the customer at the centre of how we work. • Challenge the status quo and keep teams accountable for service quality. • Own escalations and resolution • Act as the main escalation point for our key clients. • Analyse root causes, define corrective actions, and coordinate the steps needed to resolve complex cases. • Monitor market trends • Monitor market trends and competitor practices to stay ahead. • Recommend specific improvements to make our experience better. • Manage customer welfare • Own our welfare processes. • Identify vulnerable clients and ensure regional teams have the support measures they need. • Improve key touchpoints • Work with teams to refine critical interactions: registration, funding, withdrawals, and reporting.

• Spend your day in a queue taking calls from insurance agents across the country • Learn about the ACA enrollment process to help insurance agents navigate our platform to enroll their clients in insurance coverage • Help agents troubleshoot the platform and answer questions about applications and referrals • Follow support protocols while providing thoughtful service, balancing efficiency and empathy on every call • Support with other related tasks as needed

• Spend your day in a queue taking calls from insurance agents across the country • Learn about the ACA enrollment process to help insurance agents navigate our platform to enroll their clients in insurance coverage • Help agents troubleshoot the platform and answer questions about applications and referrals • Follow support protocols while providing thoughtful service, balancing efficiency and empathy on every call • Support with other related tasks as needed

• Spend your day in a queue taking calls from insurance agents across the country • Learn about the ACA enrollment process to help insurance agents navigate our platform to enroll their clients in insurance coverage • Help agents troubleshoot the platform and answer questions about applications and referrals • Follow support protocols while providing thoughtful service, balancing efficiency and empathy on every call • Support with other related tasks as needed