• Must exemplify TreviPay Mission and Values. • Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs). • Skilled to de-escalate challenging customers, clients or merchants and provide exceptional customer support. Use sound judgement to route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership). • Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes, and procedures. • Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation. • Welcome change and adapt positively to internal and external changes as well as driving change as needed. • Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage. • Illustrate initiative by proactively contacting customers and merchants to address issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.). • Complete assigned learning before the due date while actively participating in learning sessions. • Perform other duties as assigned by leadership.

• Answering customer inquiries via phone and email • Providing personal customer service to the contact running the book fair at the school • Checking in with the contact at the school to help run their fair • Distributing resources to the book fair contact to assist in book fair planning and operation • Providing internal support for Business Development Reps and Account Managers • Using Google Sheets, Slack and Salesforce • Facilitating customer requests to ensure the fairs stay stocked through their duration • Updating the CRM as customer inquiries are solved • Operating and helping instruct customers on how to use the Square register

• Monitor our player report system and resolve player reports. These reports may contain extremely sensitive content, including CSAM. • Report violative content to NCMEC. • Use CRM tools to respond to and resolve player reports. • Work closely with our Customer Support and Live-Operations teams to resolve challenging guideline violations and implement new Trust & Safety policies. • Identify possible abuse vectors in new features and propose ways to mitigate or eliminate them. • Interact directly with players via our dedicated channels to help resolve reports. • Become part of an inclusive, multicultural, and multilingual Trust & Safety team working across the globe.

• Fulfillment Operations: Manage the fulfillment lifecycle for member ID cards, Welcome Letters, EOBs, and related materials, including production coordination, tracking, issue resolution, and final delivery. • Vendor Management: Serve as the primary operational liaison between Reflect Health and external fulfillment partners, including Zelis/NOMI, to coordinate production activities, monitor progress, resolve issues, and maintain consistent communication throughout the fulfillment process. • Quality Assurance: Oversee quality review and approval processes for fulfillment outputs, including pre-production samples, production validation, and final quality checks. Ensure member communications meet compliance, branding, and business requirements. • Workflow Management: Maintain fulfillment workflows, documentation, templates, and operational resources while identifying opportunities to improve efficiency, reduce manual effort, and support scalable processes. • Fulfillment & Issue Resolution: Monitor fulfillment status from initiation through completion, identify potential delays or risks, coordinate resolution efforts, and provide timely updates to internal stakeholders. • Reporting & Analytics: Collect, analyze, and maintain fulfillment metrics and operational reporting to support performance tracking, identify trends, and drive continuous improvement. • Compliance & Documentation: Ensure fulfillment processes and member communications align with regulatory requirements, organizational standards, and client expectations. Maintain documentation related to templates, workflows, approvals, and vendor processes. • Cross-Functional Collaboration: Partner with Implementation, Operations, Client Services, and other internal teams to align fulfillment requirements, improve coordination, and support knowledge sharing across the organization.