Role Description We are seeking an organized and client-focused Client Support Administrator to provide administrative and scheduling support while ensuring a smooth, professional experience for clients from start to finish. This fully remote position is ideal for someone who enjoys staying organized, communicating clearly, and managing multiple tasks efficiently. The ideal candidate enjoys structured work, thrives in detail-driven environments, and understands how important timely communication and follow-through are to creating a seamless client experience. If you are proactive, organized, and comfortable managing multiple moving parts, this role offers a strong opportunity to grow within a supportive remote team. Key Responsibilities: - Coordinate client bookings, schedules, and confirmations - Communicate with clients to gather necessary details and provide timely updates - Review documentation for accuracy and completeness - Monitor timelines, track changes, and follow up as needed - Maintain organized records within company systems Qualifications - Strong written and verbal communication skills - Excellent organization and attention to detail - Comfortable using online systems and digital tools - Able to work independently and manage priorities in a remote environment - Customer service or administrative experience preferred (not required) - Must be a citizen of the US, UK, Australia, Spain, or LATAM Benefits - 100% remote flexibility - Structured training and ongoing support - Growth opportunities within a supportive team environment

• Search and Optimization: Execute searches across multiple booking strategies: award travel, mileage and loyalty program redemptions, creative routing, and premium fare inventory • Identify the best available options for each client, combining routes, fare classes, and availability in ways that genuinely serve their goals, not just the most obvious result • Apply fare rules and availability knowledge to find solutions that are both accurate and creative • Document complete pricing details, fare rules, and booking requirements in our workflow systems so nothing is lost in handover. • Quote Creation and Client Delivery: Build polished, well-structured quotes that follow Ascend's standards for tone, clarity, and formatting • Add clear reasoning to every quote: why this route, what the fare rules mean for the client, the pros and cons of each option, and any availability considerations they need to know about • Deliver quotes within SLA targets: within 5 minutes for short-haul requests and within 25 minutes for long-haul or complex itineraries • Present options in a way that makes the client's decision easy and confident, not overwhelming. • Client Communication: Acknowledge every new client message within 30 seconds so they know it is being handled • Maintain proactive, high-touch communication throughout the search and booking process • Confirm key preferences before quoting: cabin class, routing preferences, loyalty program memberships, and any flexibility on dates or connections • Handle follow-up questions, clarifications, and booking confirmations with professionalism and genuine warmth. • Data Accuracy and Handovers: Maintain 100% accuracy across all workflow systems and client records: task status, client notes, booking details, and preferences updated in real time • Ensure seamless handovers to the Ticketing and Trip Fulfillment teams so the client's experience does not have any gaps • Document all key client interactions and decisions so the team has full context at every stage. • Escalation and Quality: Escalate VIP, high-complexity, or time-sensitive requests to your Team Lead immediately, rather than attempting to handle them alone • Flag pricing anomalies, policy concerns, or system issues when you spot them • Participate in quality audits and apply feedback to continuously improve your work.

Role Description This position is supporting the bank’s call center. Call centers create valuable interactions that build trust and loyalty. As a result, this Client Services and Solutions Specialist will play a pivotal role in nurturing strong relationships, providing exceptional client experiences and preventing fraud for our Bank of Jackson Hole, Bank Midwest, Community Banks of Colorado, and Hillcrest Bank clients. - Assist with client questions, complaints, and banking inquiries with courtesy, compassion, and professionalism. - Use effective communication, probing questions, and critical thinking to ascertain various needs while identifying any areas of fraud. - Perform within a well-defined structure where repeatable results are expected. - Maintain client interaction across multiple channels while navigating various systems and programs. - Adhere to established procedures and processes for fraud prevention. - Provide both internal and external Online Banking and Bill Payment support. - Offer resolution for client concerns and relevant solutions for personal banking financial needs. - Build rapport with clients and team members, treating them with respect and consideration. - Maintain current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements. Qualifications - High School Education or equivalent. - Minimum of 2 years of relevant job experience within a bank call center. - Basic knowledge of call center protocol and client servicing experience. - Basic level of work experience, knowledge, and training in call center environment. - Fraud protection experience. Requirements - Associate’s degree (desired). - Experience with bank call center/client servicing (desired). - 3+ years of relevant job experience (desired). - Bilingual in Spanish and English (desired). - Fraud detection experience strongly desired. Skills and Abilities - Strong interpersonal skills and the ability to build peer and/or team cohesiveness. - Ability to think logically, analyze situations, and provide appropriate solutions, including personal banking products. - Strong oral and written communication skills to clearly articulate resolution to various issues. - Provide awareness on digital banking tools and general instruction to enhance the client user experience. - Ability to manage difficult and stressful situations in a fast-paced environment. - Ability to prioritize competing demands and effectively manage multiple tasks. - Responsiveness and flexibility; ability to adapt to changes. - Proficient in Microsoft Excel, Word, and vendor web solutions. Work Environment - Work from home (WFH), Virtual, Remote environment. - Hours can vary from 8am-7pm M-F CT and every other Saturday 9am-2pm CT. - Must be able to work at a rapid pace for long periods (typically no longer than 8 hours). - Must be able to work overtime as necessary. Benefits - Eligibility to participate in a scorecard-based incentive plan based on company and individual performance. - Generous benefits package including medical, dental, vision, critical illness, accident and hospital indemnity insurance. - Company paid life insurance. - Parental benefits. - 401k and associate stock purchase program. - Paid time off and education reimbursement. - Associate banking perks.

Role Description To determine account management strategies related to client service plans; to be responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business; to provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models; and to oversee the work of other local Client Services staff. Essential Functions and Responsibilities - Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs. - Conducts pre-renewal visits reviewing client loss experience and general company performance. Reviews and identifies areas of potential dissatisfaction prior to renewal meetings. - Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs. - Negotiates changes or improvements to service plan. - Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development. - Coordinates client invoicing, audits and accounts receivable follow up for assigned clients. - Resolves all major customer service issues. - Identifies and solicits cross-selling opportunities. - Participates in local insurance community through advanced education and affiliation memberships. - Supervises and directs personnel assigned to programs requiring multiple Account Representatives. - Ensures compliance with all applicable Quality initiatives. Additional Functions and Responsibilities - Performs other duties as assigned. - Supports the organization's quality program(s). - Travel as required. Supervisory Responsibilities - Provides support, guidance, leadership and motivation to promote maximum performance. - Administers company personnel policies in all areas and follows company staffing standards and training recommendations. - Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions. Qualifications - Bachelor's degree from an accredited college or university preferred. - CPCU, AIC and/or ARM or other related designation preferred. - Ten (10) years related experience or equivalent combination of education and experience required to include two (2) years account manager experience or five (5) years adjuster experience including two (2) years in a supervisory capacity. - Excellent oral and written communication, including presentation skills. - PC literate, including Microsoft Office products. - Analytical and interpretive skills. - Strong organizational skills. - Excellent interpersonal skills. - Excellent negotiation and facilitation skills. - Leadership/management/motivational skills. - Ability to work in a team environment. - Excellent account rounding ability. - Strong understanding of workers compensation, liability and disability claims management. - In-depth knowledge of client servicing. - Ability to handle conflict and confront challenging issues in a fast work environment. - Ability to meet or exceed Performance Competencies. Work Environment - Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines. - Physical: Computer keyboarding, travel as required. - Auditory/Visual: Hearing, vision and talking.