• Handle inbound customer contacts via phone, chat, email, and other channels, often managing multiple conversations simultaneously. • Use interaction flows, job aids, reference materials, and program training to research issues, troubleshoot, and resolve inquiries accurately and efficiently. • Provide clear verbal and written guidance on program details, schedules, and navigation of eLearning platforms. • Apply empathy, active listening, and professional service techniques to defuse challenging situations and reduce escalations. • Place outbound calls and respond promptly to messages to address questions, complete registrations, or resolve account issues. • Promote self-service tools and digital resources to enhance customer experience. • Accurately enter, update, and access customer information across multiple business systems and learning management systems. • Document all customer interactions clearly, concisely, and in alignment with internal quality standards. • Process routine transactions, including live credit card payments, ensuring full compliance with PII and PCI security requirements. • Provide LMS support, including resolving access codes, password resets, account lockouts, and processing certificate reprint requests. • Promptly process returned mail and update accounts to maintain accurate customer information and reduce operational costs. • Identify and escalate recurring or widespread customer concerns to management for timely resolution. • Collaborate to create, revise, and maintain team resource materials and job aids. • Complete assigned projects or additional tasks that support operational efficiency and improve customer experience. • Perform other related duties as needed to support business and team objectives.

• Onboard new clients and helps them integrate our API & launch payment methods • Investigate client-reported incidents & assist with questions via ticketing system • Use internal tools, logs, and monitoring systems (AWS CloudWatch Logs Insights, Kibana/Elasticsearch) • Work closely with our Development, Payments Operations, Sales teams to resolve merchant issues • Escalate requests to appropriate teams and facilitate/track them through resolution • Contribute to internal documentation

• Respond to customer inquiries via calls, chats, and emails • Maintain accurate documentation of customer issues and interactions • Route concerns to the appropriate departments • Handle order inquiries and report vendor-related issues in line with company standards • Meet department averages for performance metrics, including PRP, QA, CSAT, and time logged in queues • All other assigned duties

• Resolve customer insurance requests via Salesforce cases, phone calls, and internal workflows • Service property policies (coverage changes, renewals, endorsements, billing questions, etc.) • Deliver high-quality customer experiences — especially in complex or time-sensitive situations • Partner directly with carrier partners and referral sources to advocate for clients • Maintain strong documentation and data accuracy within Salesforce • Identify inefficiencies and suggest process improvements • Operate with accountability and autonomy in a fully remote environment