Title: Client Services Associate II Location: Brisbane United States Job Description: About this opportunity: As a Client Services Associate within our Customer Experience team, you will be at the forefront of shaping an exceptional customer experience for healthcare providers, their staff, and their patients. We are looking for a Client Services Associate who is passionate about the impact service can have to an organization’s success, and who is highly skilled in utilizing digital phone and case management tools, and in clear and compassionate communication and de-escalation techniques. You utilize your time effectively, are able to multi-task, and adapt calmly to change. You’ll represent Freenome as a skilled and knowledgeable resource to our customers and patients, and you are consistent in your schedule and dependable while working remotely. This role is reporting to the Director of Customer Experience. This is a remote role covering operating hours of Monday - Friday 9a-5p PST. Remote roles require working capabilities such as high speed internet, privacy, and limited background noise and interruptions. What you’ll do: - Effectively triage and answer inbound communication including phone, chat, e-fax, email, and portal messages within set service levels. - Provide ordering support and perform outreach to customers regarding ordering issues and missing information within set service levels. - Create and qualify new accounts and contacts, and assist customers with resolving portal login and contact management related issues. - Provide information regarding Freenome’s products and services to current and prospective customers and patients. - Maintain compliance and accuracy when handling sensitive patient information. Must haves: - High school diploma or equivalent certificate. - Minimum of two years of experience in Client Services, preferably in healthcare or a closely related field. - Technology proficiency including Mac and Apple products, 2 factor authentication apps, Google suite, CRM systems and customer communication tools like Salesforce and 8x8 or Vonage. - Conversational fluency in English and Spanish. Nice to haves: - Excellent communication and de-escalation skills. - Proven track record of high quality customer satisfaction survey scores. - Previous experience working remotely while in a service position. - Experience in service with a commercial diagnostic testing laboratory. - Familiarity with cancer screening and primary care settings and workflows. - Familiarity specifically with Salesforce, 8x8, WestFax, or closely related applications. - Knowledge of HIPAA compliance and related best practices. Benefits and additional information: The US target range of our base hourly rate for new hires is $27.38 - $39.12. You will also be eligible to receive equity, cash bonuses, and a full range of medical, financial, and other benefits depending on the position offered. Please note that individual total compensation for this position will be determined at the Company’s sole discretion and may vary based on several factors, including but not limited to, location, skill level, years and depth of relevant experience, and education. Freenome is proud to be an equal-opportunity employer, and we value diversity. Freenome does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Role Description As our Client Services Manager, you’ll be the day-to-day contact for clients after they sign on, making sure they feel supported, informed, and cared for. You’ll manage client information in our systems, chase down documents, process service requests, and keep everything organized so nothing falls through the cracks. Your mission: ensure every client enjoys a smooth, efficient, and professional experience that reflects the Tax Brilliance brand. Responsibilities - Manage client onboarding: send engagement letters, welcome emails, and tax planning questionnaires. - Request, track, and organize client documents (tax returns, QuickBooks files, estate planning docs). - Send reminders for missing documents and follow up promptly. - Update CRM records after every call, email, or service touch. - Process service requests (address changes, form updates, status updates). - Prepare and log finalized paperwork (tax planning deliverables, questionnaires). - Support advisors by preparing client files ahead of meetings. - Maintain a high-touch, white-glove client experience in every interaction. Qualifications - 2+ years of experience in client service, admin, or operations (financial services or similar compliance-driven industries preferred). - Strong written and verbal communication skills — professional and client-friendly. - Tech-savvy and organized — comfortable with CRMs, project tools, and digital filing systems. - Highly detail-oriented — you notice errors, missing info, and incomplete files before others do. - Able to juggle multiple clients and deadlines without dropping balls. - Positive, coachable, and proactive — you bring solutions, not just problems. Benefits - 401(k) - Paid time off - Retirement plan - Tuition reimbursement

• Assisting producers and clients in maintaining insurance coverage for personal lines of insurance • Processing and invoicing policies, endorsements, audits, and cancellations • Preparing and processing endorsement requests for submission to insurance carriers. • Verification of rates, exposures, and prior premiums • Handling/processing policy cancellations, billing inquiries, and related issues • Work closely with Senior Insurance Managers for review and approval of endorsements and renewals • Provide exceptional client service and support policy retention efforts through proactive communication and problem-solving.

• Maintain client satisfaction and expand employer services within assigned account territory • Drive sales and provide superior customer experience • Initiate client-facing sales efforts for current clients and new logos prospects • Consult with clients to construct solutions to meet their needs • Facilitate and negotiate contract renewals and RFPs through the complete sales cycle • Build and sustain trusted advisor relationships with client executives • Maintain ongoing contact with clients and develop understanding of their environments