• Engage directly with clients, addressing their inquiries and concerns • Resolve customer issues and concerns via phone, web, or e-mail correspondence • Process applications, application audits, and other related work in a timely and accurately • Provide guidance regarding certification pathways and eligibility requirements • Maintain accurate customer database • Work with department(s) to develop and facilitate customer communications • Maintain knowledge on company policies and program updates • Enhance and document processes and procedures as required • Maintain high levels of professionalism and phone etiquette

• Serve as a primary contact for assigned employer groups regarding benefits administration and service inquiries • Respond to employer, broker, and member requests via phone, email, and ticketing systems within established service standards • Educate employer groups on TPA processes, policies, eligibility rules, and available services • Build and maintain positive working relationships with clients and brokers • Coordinate with claims, provider relations, and stop-loss departments to resolve escalated issues • Research claim status inquiries and facilitate timely resolutions • Track and document service issues to ensure follow-through and client satisfaction • Maintain confidentiality and ensure compliance with HIPAA and company policies • Document client interactions and account activity accurately within internal systems • Support audit requests and reporting needs as required • Participate in employer implementations and renewals • Identify opportunities for process improvement and enhanced client experience • Support special projects and cross-functional initiatives as assigned

• Execute brand strategy and tactics in field, sales performance • Effectively manage assigned territory and targeted accounts • Build strong customer relationships and customer needs solving capability to maximize short and long term sales performance • Deliver sales performance, brand KPIs, financial targets, marketing objectives • Create pre-call plan objectives and execute post-call evaluation to continuously improve sales performance • Effectively handle objections, misunderstandings, concerns and consistently gain logical and reasonable calls to action to close on every sales call • Proactively and continuously aspire to serve customer needs, customer expectations and challenges to build trusted customer relationships • Develop and execute a call plan that achieves set call metrics and optimizes coverage and frequency to key customers to maximize access and sales opportunities • Continuously build understanding on customer needs and expectations, territory market landscape, competitors, market segments/dynamics, accounts, disease, product, clinical and sales expertise and share this market intelligence information with in-field team, brand team and sales manager to achieve alignment • Differentiate AbbVie’s value proposition with health providers assigned

• This role is field-based, and candidates should live within a reasonable distance from the primary city • Execute brand strategy and tactics in field, sales performance, effectively manage assigned territory and targeted accounts • Build strong customer relationships and customer needs solving capability to maximize short and long term sales performance placing the patient into the center of any efforts and operating within AbbVie’s business code of conduct, policies and all applicable laws and regulations • Deliver sales performance, brand KPIs, financial targets, marketing objectives, etc. in order to meet or exceed on those objectives • Create pre-call plan using SMART objectives and execute post-call evaluation in order to continuously improve sales performance • Effectively handle objections, misunderstandings, concerns and consistently gain logical and reasonable calls to action in order to close on every sales call • Proactively and continuously aspire to serve customer needs, customer expectations and challenges in order to build trusted customer relationships and to achieve win-win agreements between AbbVie and customers • Develop and execute a call plan that achieves set call metrics and optimizes coverage and frequency to key customers in order to maximize access and sales opportunities • Continuously build understanding on customer needs and expectations, territory market landscape, competitors, market segments/dynamics, accounts, disease, product, clinical and sales expertise and share this market intelligence information with in-field team, brand team and sales manager to achieve alignment • Differentiate AbbVie’s value proposition with health providers assigned and identify, develop and maintain disease state experts and speakers/advocates in order to maximize brand performance