• Act as a first point of contact for clients across calls, email and live chat — identifying and assessing their needs and resolving queries promptly and accurately. • Serve as the dedicated support contact for our high-net-worth (HNW) clients, delivering a personalised, high-touch experience and guiding them through onboarding from account opening to first investment.**Support clients in Arabic (essential), English (essential), and French (desirable) ensuring clear, professional and culturally attuned communication. • Guide clients through onboarding, KYC and account-related processes, coordinating with internal teams where needed to remove friction. • Handle complaints with empathy, providing appropriate solutions and alternatives within agreed timeframes, and following up to ensure resolution. • Keep accurate records of client interactions, process client accounts and documentation, and maintain trackers for leads and queries generated through company campaigns. • Follow communication procedures, guidelines and policies, and ensure adherence to service-level agreements (SLAs) and process deliverables. • Take the extra mile to engage clients, build trust, and contribute to a high-quality values-based client experience.**Share client feedback and recurring issues with the wider team to help improve our products, processes and service.

• The Case Management Associate will assist the Case Management department in the administration of CM functions to include telephonic outreach to members; monitoring of member eligibility; updating database information and research of support services for families. • Works to support the Case Managers in developing open communication with members. • Freely helps and directs callers to the correct staff member in a friendly, helpful, and courteous manner using principles of good customer service. • Verifies member eligibility following appropriate ProgenyHealth policies, procedures, and workflows. • Conducts outreach and follow-up calls daily to members and providers as directed by CM Leadership to: 1) Introduce Maternity CM program, mobile App and initiate intake screening tool. 2) Assist with obtaining necessary information to support CM activities (member demographics, provider contact information, researching community resources). 3) Transfer member to Case Manager or Care Coordinator for assessment completion or schedule an appointment for the member to speak with them at a later date and time. • Documents member and provider information and calls in the medical management database as needed with member and provider data. • Data entry into client-based systems as directed by CM Leadership. • Completes scripted introduction calls to Provider office. • Transfers any questions of a clinical nature from member or provider to Nurse Case Manager. • Directs members to client point of contact for complaint calls and documents information received and notifies Supervisor. • Assists with research of these issues if asked to do so by Supervisor. • Attends and participates in meetings to discuss Quality Improvement updates and concerns. • Attends ongoing training sessions related to Quality initiatives and participates in Quality Improvement projects as needed. • Advises supervisor immediately, if a quality-of-care issue is identified. • Protects the confidentiality of member information and adheres to company policies regarding confidentiality and PHI disclosure.

• The Reimbursement & Reporting Associate is responsible for completion of default reporting and for facilitating the reimbursement of funds from various entities. • Review, maintain, monitor, and submit default reporting to investors, insurers, and agencies as required. • Coordinate with internal departments to resolve outstanding issues preventing default reporting. • Draft and file reimbursement claims on various loans, ensuring compliance with regulations. • Monitor filed claims, filing supplemental claims as needed for maximum reimbursement potential. • Collaborate with internal and external partners to resolve outstanding issues preventing payment. • Generate, review, and act upon quality-control reports to ensure accuracy and compliance.

Role Description The Order Operations AskMe is responsible for answering associate questions in a fast-paced environment regarding procedures and order processes, enabling the Sr. Order Entry Associate to process orders accurately and in a timely manner. Other duties include: - Answering questions that associates may have. - Providing clear instructions in a step-by-step manner. - Utilizing all resources to find answers. - Coaching associates on where to find answers. - Answering questions, often the same ones repeatedly, in a cheerful and friendly manner. - Performing “Ask Me” duties in production and answering procedural questions of associates. - Detail-oriented with a strong emphasis on accuracy. - Working 40 hours per week along with overtime as needed. - Working a flexible schedule, including weekends, evenings, and holidays. - Attending and successfully completing Leadership Training. - Handling confidential information with discretion. - Communicating effectively and professionally with other departments as needed. - Multi-tasking. - Resolving conflicts effectively. - Other duties as assigned. Qualifications - High School Diploma or equivalent education preferred. - 1 or more seasons experience in Harry & David Corporate Sales Division. - Experience with the requirements of a Sr. Order Entry Associate required. - Detail-oriented with a strong emphasis on accuracy. - Excellent organizational and communication skills (written, verbal, and interpersonal). - Ability to participate in a team-oriented environment. Requirements - Network (internet): - Download speed 5mbs - Upload speed 3mbs (preferable a wired connection NOT wireless) - Satellite Dish NOT acceptable - Preferred Hardware and Internet Service Speeds Specification: - Download speed Over 100mbs - Upload speed 10+mbs (with a wired connection NOT wireless) - Windows 10 operating system - 8-32 Gigabytes of RAM - 50GB available space on your Hard Drive - Apple or Windows PC Laptop or Desktop computer (NO Chromebook, iPad, tablet PCs, smart watches, smart phones etc.) - Current IOS or Windows 10 OS - 8th-10th Gen Intel or AMD Ryzen CPU - Required: USB headset with mic (cordless NOT recommended) - Required: 1024 x 768 resolution minimum on home monitors or screens, 2 screens - Required: Mouse/touchpad and keyboard - Required: Cellphone or landline (for DUO) Knowledge, Skills and Abilities - Knowledge: - Customer and Personal Service principles and processes. - Structure and content of the English language. - Skills: - Active Listening - Reading Comprehension - Speaking - Coordination - Service Orientation - Teamwork - Abilities: - Memorization - Oral Comprehension - Oral Expression - Problem Sensitivity - Selective Attention - Spatial Orientation - Time Sharing - Written Comprehension - Written Expression - Extent Flexibility - Gross Body Coordination Physical Demand and Work Effort - Keying/typing, sitting, standing, walking. - Performing physical activities that require considerable use of your arms and legs. - Constant mental and/or visual attention; the work is either repetitive or diversified. - The job is typically performed under comfortable working conditions. - Compliance with company attendance standards. The expected hourly rate for this position is $16.75. The actual compensation will be determined by experience and other factors permitted by the law. California residents – please see our California Privacy Rights Notice for Job Applicants.