Role Description We are seeking a proactive and organized Customer Support Manager to lead client communications, monitor service quality, and ensure a seamless experience from first interaction through completion. This fully remote role is ideal for someone who thrives in a people-focused environment, can manage multiple moving parts, and takes ownership of delivering high standards of support. The ideal candidate is confident working independently while leveraging structured systems, tools, and mentorship provided to maintain consistency and efficiency across all client touchpoints. - Oversee day-to-day client communications and support workflows - Ensure timely responses, proactive follow-ups, and effective issue resolution - Coordinate scheduling, confirmations, and service details with accuracy - Maintain detailed records and documentation of client interactions - Monitor service quality and identify opportunities for process improvement - Provide professional leadership in client-facing situations Qualifications - Strong communication, organization, and problem-solving abilities - Customer service, client management, or support leadership experience preferred (not required) - Ability to multitask and manage priorities in a remote environment - Detail-oriented, dependable, and comfortable with digital tools - Must be a citizen of the US, UK, Mexico, Australia, Spain, or LATAM Benefits - 100% remote flexibility - Structured onboarding and ongoing support - Clear growth pathway within a collaborative team - Opportunity to build leadership experience in a client-focused environment

Role Description The Customer Experience Associate provides front-line customer service support to ReSource Pro Compliance customers by processing tasks related to insurance regulatory compliance, client intake and/or sales support, responding to customer requests over phone and email. Work completed directly impacts trust and partnership with the client. In This Role, You Will: - Manage client communications by responding to emails, inquiries, billing questions, and payment confirmations in a professional and timely manner - Prepare, process, and distribute surplus lines tax reports, tax payments, and filing confirmations to clients - Communicate and coordinate regularly with state regulators to ensure compliance with surplus lines requirements and regulations - Delegate and oversee backend processing tasks while supporting operational efficiency and accuracy - Train, mentor, and provide day-to-day guidance to team members on workflows, processes, and best practices - Serve as an escalation point for client and operational issues, including participation in client issue resolution calls - Provide cross-functional support and backup coverage for leadership team members as needed - Effectively manage multiple priorities in a fast-paced environment while collaborating with clients, regulators, accounting teams, and internal departments Qualifications - High school diploma or equivalent required - Minimum of 2 years of surplus lines tax filing experience required - Proficient in Microsoft Office Suite, including Word, Outlook, Access, and advanced Excel skills - Strong customer service orientation with a passion for problem-solving and delivering exceptional client support - Excellent written and verbal communication skills, with the ability to effectively communicate with clients and de-escalate concerns professionally - Collaborative team player with a strong commitment to supporting colleagues and contributing to overall team success - Highly detail-oriented and process-driven, with a focus on accuracy, organization, and thorough documentation - Technically proficient with the ability to quickly learn and navigate multiple internal and external systems and platforms Requirements - All remote positions are based in the United States, and candidates must reside within the U.S. to be eligible for consideration. Benefits - Generous PTO plan with paid holidays + floating holidays - 100% paid Employee Healthcare on Day 1 - Eligible for all medical, dental, and vision benefits on Day 1 - 401k with employer match, vested on Day 1 - Opportunity to work for a growing, global organization. - Ability to engage with clients and internal partners to make an impact. - Organization-wide focus on growth and development Company Description Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation. Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 times—placing it among the top 0.02% of repeat honorees across all sectors in the Inc. list’s 40+ year history.

Role Description The Customer Service Representative - Assessment Services role works with insurance companies, their applicants, claimants, agents, underwriters, and claims departments in an effort to complete both telephonic and face-to-face assessments. This position also works with the National Network of Nurses to coordinate the assignment, follow-up, and completion of face-to-face assessments. We are seeking a schedule of Mon-Fri, 9a-5:30p CST. - Compassionately fields incoming calls from insurance company home office personnel, underwriters, agents, insurance policy applicants, claimants, and case managers to: - Provide telephonic and onsite interview status information - Schedule appointments for telephonic interviews - Collect and disseminate new or updated applicant or claimant information - Coordinate requests for reprints of telephonic and onsite interviews - Hot transfer applicants to complete telephonic interviews - Handle incoming calls from independent contracted nurses and agencies to assign, update status, and collect missing information on underwriting and claims onsite assessments - Understand and work comfortably with all duties, processes, and policies in the Engagement Services Call Center and Assessment Services departments - Demonstrate a high level of confidentiality and integrity when handling customer questions and personal information including, but not limited to: - Financial, personal, medical, and/or health-history information - Utilize multiple illumifin specific database platforms to input, access, and follow-up on customer information and activity - Provide ongoing, compassionate, and proactive customer support to all Engagement Services customers Qualifications - Must be able to speak French (Canadian Dialect) - High school diploma or GED required - Strong written and verbal communication skills; familiar with business and phone protocols - Excellent organization and detail orientation skills with the ability to meet established deadlines - Proficient with MS Windows environment, including MS Word - Reliable, trustworthy, and maintains appropriate organizational confidentiality - Minimum of one year customer service experience working in a fast-paced, ever-changing call center environment Requirements - The base pay for this position is starting at $17/hour depending on experience and qualifications Company Description illumifin is a leading provider of business process outsourcing for the insurance industry, managing over 1.3 million long-term care policies for the nation's largest insurers. We also provide clients with unique risk management insight built upon our proprietary long-term care databases.

• Eerste aanspreekpunt voor Belgische klanten • Behandelen van inbound oproepen • Geen koude acquisitie of pushy verkoop, maar pure service, probleemoplossing en klantentevredenheid • Koel hoofd bewaren tijdens hectische momenten