Role Description The Client Success Advocate supports healthcare clients with day-to-day client communication and service delivery by handling inquiries, maintaining records, and coordinating basic tasks across teams. - Schedule: Monday through Friday, regular business hours are 8:00am to 5:00pm, but can be flexible (for example: 7:00am to 4:00pm) - Pay: $16.00 to $18.00 per hour, dependent on experience - Location: can work remotely from home in the majority of the domestic United States DAY TO DAY: - Manage day-to-day client inquiries with support from senior team members - Maintain accurate client records and ensure patient balances are accurate at all times (this involves transactional posting and updating balances) - Provide routine status updates to clients under the direction of a supervisor - Support senior liaisons in preparing reports, presentations, or client communications - Identify basic client needs and route them to the appropriate internal team - Follow established processes and workflows with limited decision-making authority - Perform routine account reconciliation for assigned clients - Ensure timely outreach on inquiries requiring client approval - Ensure timely response times to both client requests (via email or phone) and internal customers’ requests (via ticketing system) - Manage assigned issues and projects to meet deadlines consistently - Assist with issues or requests from internal departments Qualifications - High School Diploma or equivalent level of education - 2 – 3 years of clerical or customer service experience is preferred - Prior healthcare billing or collections knowledge is a plus! - Ability to navigate in a Windows-based environment - Solid experience with MS Office (Word, Excel, and Outlook) - Must be able to work in a fast-paced environment - Possess clear, professional and ethical communication style - Must be self-motivated and be able to work independently - Ability to prioritize, organize and multi-task assignments in a fast-paced, deadline-driven environment - Must be a quick learner who can troubleshoot and be trained to use different computer-based systems simultaneously Benefits - Medical, Dental, and Vision insurances from premium providers - 401K with matching - Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance - Tuition Reimbursement - Paid Time Off, Wellness Days, and paid Holidays - Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more. Company Description Harris & Harris has over 50 years of experience in customer care and revenue recovery, specializing in the utilities, government, and healthcare markets.

Role Description As a Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner. What Will You Do - Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism. - Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved. - Ensure proper and timely escalation of issues to meet internal and external expectations. - Identify opportunities and recommendations for continuous process improvement. - Deliver service excellence and maximize customer service and satisfaction. - Work with the external team to stay updated on product and service knowledge. Qualifications - Curious and authentic, just like us! #beboldr - An analytical and critical thinker, with an eye for even the most minute of details. - Passionate about client satisfaction. Requirements - 6 months to 1 year of customer service experience (may it be email, phone, or chat support). - Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications. - Excellent reading comprehension, verbal, and written communication skills. - Strong and effective phone contact handling skills. - An ability to understand and communicate complex ideas to customers, both verbally and in written form. - Aptitude to quickly learn and navigate new technology, systems, and applications. - Ability to accept feedback gracefully and with an open mind. - Intermediate understanding of common Customer Experience best practices. - Customer orientation and ability to adapt/respond to different types of characters.

• Respond to customer inquiries via email or chat in a timely and professional manner • Resolve customer issues efficiently while ensuring accuracy and completeness • Maintain detailed and accurate records of customer interactions • Identify customer needs and provide appropriate solutions or escalate when necessary • Demonstrate empathy and a strong commitment to customer satisfaction • Follow company policies related to safety, compliance, and risk management • Collaborate with internal teams to improve processes and customer experience • Continuously seek opportunities to enhance service quality and improve customer outcomes • Identify recurring customer issues and provide feedback to improve processes, tools, and overall experience

Role Description The Sr. Customer Service Representative (“CSR”) will be responsible for answering inbound telephone calls from consumer & business banking customers regarding questions and issues on their accounts (e.g., account balance inquiries, online banking password reset requests, and debit card activation requests). Through the course of these conversations, the Sr. CSR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-selling basic products and services. Job Responsibilities - Customer Service - Handle all Banking call types, such as business banking and/or branch support, upon completion of additional call type training. - Use critical thinking skills, paired with knowledge of Flagstar procedures, to identify and communicate appropriate, accurate solutions to customers. - Perform and explain interest and product-related calculations. - Escalate issues to management and/or second levels appropriately. - Document case details in a thorough, accurate manner. - Capture complaint and Voice of the Customer feedback. - Document customer account maintenance requests for management and second level department review. - Meet and exceed customer satisfaction expectations. - Sales - Provide customers with information about basic products and services to generate additional revenue and/or increase Flagstar’s value proposition to customers. - Guide customers through and/or complete application process for advanced products. - Create sales referrals that include detailed prospect and product information. - Answer questions and overcome customer objections to close sales opportunities. - Operations/Training - Maintain familiarity with systems and applications to research inquiries. - Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers. - Complete required soft skills and additional call type training classes. - Complete all required eLearning classes. - Complete second level rotations to develop knowledge of sales process and operations. - Actively participate in monthly performance meetings; meet or exceed all performance metrics. - Recognize and communicate the need for potential additions and/or modifications to current policies and procedures. - Provide leadership to others through side-by-side coaching of new hires and existing agents on calls. - Perform additional responsibilities as assigned by management. - Additional Accountabilities - Performs special projects, and additional duties and responsibilities as required. - Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance training. - Accountable to maintain compliance with applicable federal, state, and local laws and regulations. Qualifications - Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent. - Minimum experience required: 1+ Years Banking Experience and 2+ Years Customer Services Experience. Requirements - Prior knowledge of Call Center Operations. - Sales Experience. Job Competencies - Compliance - Ensures compliance with applicable federal, state, and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adheres to Flagstar’s internal compliance policies and procedures. - Collaboration - Understands the importance of relationships to enable effective teamwork. Modifies personal style, focuses on the needs of others, and listens effectively to ensure effective outcomes for group endeavors. - Results Focus - Takes a dynamic approach to work characterized by initiating decisions and actions. Concentrates on achieving the outcomes of a process or project while adhering to the overall strategy of the organization. - Work Ethic - Demonstrates attributes of ethical behaviors, high personal standards, and sound work ethic all employers should expect of employees. - Communication - Excellent verbal and written communications skills as well as good listening skills and telephone technique with well-developed customer service skills. - Exceptional analytical and critical thinking skills and an ability to think quickly under pressure. - Ability and willingness to work in a team environment, demonstrated ability to look for ways to improve and promote quality. - Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs. Benefits - Access to a variety of benefits including medical, dental, vision, life, and disability insurance. - Comprehensive leave program. Pay Range $17.47 - $27.90