- Supervisar la operación de atención en todos los canales escritos, asegurando calidad, tiempos de respuesta y experiencia del cliente - Liderar, desarrollar y dar seguimiento al equipo de atención (interno y externo) - Coordinar con agencias externas durante lanzamientos de alto volumen - Auditar conversaciones para garantizar tono, claridad y alineación con la marca - Co-crear, entrenar y optimizar agentes de IA junto al equipo técnico - Crear y mantener SOPs, FAQs y bases de conocimiento actualizadas - Detectar patrones, objeciones y oportunidades a partir de conversaciones con leads y clientes - Intervenir en casos complejos o escalados cuando sea necesario - Monitorear métricas clave (tiempos de respuesta, conversión, satisfacción, etc.) y tomar decisiones basadas en datos

• Comunicar claramente los requisitos y expectativas de configuración y onboarding de productos y plataformas digitales con los clientes y stakeholders clave. • Capacitar a clientes en las funciones de administración de plataformas y productos digitales, así como en las mejores prácticas para simplificar la adopción y alinear las expectativas de uso. • Colaborar con diversos equipos internos para completar las implementaciones de productos y plataformas digitales de manera oportuna. • Optimizar los procesos de implementación mediante la identificación de las necesidades y requisitos de clientes internos y externos. • Planificar y ejecutar acciones para facilitar y reforzar la adopción de plataformas y productos digitales. • Realizar tareas administrativas en plataformas y productos digitales, incluyendo, entre otras, la creación y gestión de usuarios, cursos e instancias.

Role Description The Customer Relations Representative commands a strategic portfolio of existing corporate clients approaching the conclusion of their financing cycle. In this high-impact role, you will drive asset retention by securing contract renewals while identifying tactical expansion avenues through integrated upsell and cross-sell initiatives. Serving as the definitive strategic partner, you will empower entrepreneurs to optimize their capital access and sustain long-term operational growth. Key Responsibilities - Cultivate proactive engagement with corporate accounts nearing contract maturity to evaluate capital reinvestment, facility renewals, and incremental financing opportunities. - Diagnose and articulate advanced funding architectures that align with strategic operational expansion and long-term business objectives. - Function as the authoritative strategic advisor for a dedicated portfolio, facilitating comprehensive status reporting and securing authentic human partnership. - Navigate sophisticated client stakeholders through the end-to-end renewal lifecycle to ensure seamless asset retention and capital continuity. - Maintain rigorous pipeline discipline and document strategic borrower interactions within CRM frameworks to provide executive stakeholders with full operational visibility. - Consistently achieve or surpass formalized monthly benchmarks for portfolio retention, contract renewals, and integrated upsell initiatives. Qualifications - 2+ years of demonstrated performance in account management or renewal-focused sales, with a distinct preference for alternative commercial finance and merchant cash advance expertise. - Documented history of achieving success within high-velocity, transactional commercial environments. - Exceptional relationship management competencies and advanced negotiation capabilities to secure long-term client partnerships. - Advanced technical proficiency, including mastery of CRM frameworks—Salesforce expertise is highly regarded. - Strategic prospecting mindset, featuring the capability to autonomously identify and activate opportunities within expansive corporate databases. - Self-directed professional with superior verbal and written communication skills and disciplined time management. - Proven ability to maintain peak operational performance within a remote-first, fast-moving organizational structure. Who You Are - You are highly organized and naturally proactive. - You thrive in fast-moving environments with evolving priorities. - You enjoy solving operational problems and improving systems. - You communicate clearly and follow through consistently. - You balance strategic thinking with a willingness to execute. This Role May Not Be a Fit If You: - Prefer highly structured corporate environments. - Need extensive direction or oversight. - Dislike fast-changing priorities. - Prefer maintaining systems over building and improving them. How We Work - High ownership and accountability. - Fast-moving, low-bureaucracy environment. - Collaborative and solutions-oriented culture. - AI-assisted workflows and continuous improvement encouraged. - Strong preference for people who improve systems, not just maintain them. Benefits - Comprehensive medical, dental, and vision coverage. - 401(k) retirement framework to ensure long-term financial security. - Flexible Paid Time Off (PTO) and observed holidays to promote sustainable performance and balance. - Remote-first flexibility complemented by strategic home office infrastructure support.

• Handle high-volume inbound calls with professionalism, empathy, and accuracy. • Provide clear, accurate information regarding health insurance benefits, claims, billing, and eligibility. • Assist members in navigating online resources and submitting requests. • Document all call interactions in customer management systems in compliance with company and regulatory requirements. • Adhere to call handling standards, including average handle time, quality scores, and first call resolution targets. • Follow compliance guidelines including HIPAA, CMS, and state-specific regulations. • Escalate complex issues appropriately to ensure timely resolution. • Stay current with updates to health plan policies, systems, and processes. • Contribute to continuous improvement by identifying trends and opportunities for enhanced customer experience.