Role Description The Outbound Support Specialist is a local remote eligible position that supports a variety of credit union initiatives including member onboarding and retention, outbound calling on service-related contact lists, and other services efforts. Support of these initiatives is achieved by successfully developing and retaining relationships through outbound channels with new and existing members. - Conduct a high volume of outbound calls using call lists for targeted member and non-member groups. - Successfully build personal banking relationships with members using various contact methods including but not limited to: voice, email, text, video, and chat. - Identify services (loans, investments, and/or deposit accounts) at outside financial institutions and refer those services to the proper department within Fortera. - Educate members and non-members on all credit union products such as, but not limited to Consumer loans, Home Equity loans, Mortgages, New Accounts, Investment Services, Insurance, and Digital Banking options. - Identify new member opportunities by encouraging current members to refer co-workers, friends, and family to the credit union. - Increase penetration levels of various products and services by placing follow-up calls to new and existing members. - Conduct follow-up contacts via outbound call to ensure member satisfaction and create additional referral opportunities. - Open all share types to existing member accounts following Standard Operating Procedures. - Respond to member inquiries timely and professionally. - Provide superior member service to all members and non-members. - Participate in community and civic events to promote awareness of the Credit Union in the community. - Attend and participate in all meetings, trainings, and committees remotely and in person as required. - Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position to include OFAC, Bank Secrecy Act/Anti-Money Laundering Act, and USA Patriot Act compliance. - Complete special projects as assigned by management. - Ensure work areas and assigned equipment is clean, secure, and well maintained. Qualifications - HS diploma or equivalent. - Working knowledge of Credit Union products and services. - Understanding of all Credit Union policies and programs. - At least two years working in a customer service position. - At least one year working in a financial institution. - Strong interpersonal and oral communication skills. - Able to maintain clear and transparent communication. - Attentive listening skills. Well organized. - Ability to work independently and handle multiple priorities simultaneously. - Creative and able to develop innovative solutions. - Individually motivated to meet goals. - Able to use a PC, related software, and standard office equipment. - Able to meet deadlines and maintain an effective and efficient workflow. - Able to work well under pressure while always representing the Credit Union in a professional manner. - Professional dress, appearance, and attitude. - Regular and predictable attendance. - Able to work in a cooperative manner with others. - Position is remote eligible. Requirements - Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. - Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. - Repetitive motion: Movements frequently and regularly required using the wrists, hands, and/or fingers. - Average Hearing: Able to hear average or normal conversations and receive ordinary information. - Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery. - Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally (almost all office jobs). Working Conditions - No hazardous or significantly unpleasant conditions. (Such as in a typical office). Mental Activities and Requirements of This Position - Reasoning Ability: Able to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with ordinary, standardized situations. - Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios and percent, and to draw and interpret graphs. - Language Ability: Ability to use passive vocabulary of 5-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. - Ability to write complex sentences, using proper punctuation, adjectives, and adverbs. - Ability to communicate in complex sentences; using normal word order with present and past tenses; and good vocabulary.

• The Employee Benefits Customer Service Representative handles claims resolution, benefits inquiries, coverage eligibility concerns, and other related issues for our clients' administrators and employees. • They work closely with clients and carriers via phone and email to resolve matters within a 24-hour timeframe. • Address client employee insurance concerns, answer benefit-related questions, and assist with claims resolution, patient advocacy, and pre-certifications. • Educate client employees on optimal benefit utilization and provide guidance on cost-effective plan options. • Maintain detailed records of client interactions, entering data into Salesforce and generating client analysis reports as necessary. • Use Salesforce to gather client information and enhance service quality. • Monitor resolution timelines to ensure benefit issues and claims are closed within the designated timeframe. • Review Summary Plan Descriptions (SPDs) and benefit summaries for accuracy. • Offer expertise on insurance billing, coding, employee group benefits, insurance processes, and plan descriptions to clients. • Act as a primary resource within the team, delivering exceptional customer service and support in resolving insurance and benefit-related issues. • Address member eligibility inquiries, enrollment entry and confirmation of coverage.

• The Employee Benefits Customer Service Representative handles claims resolution, benefits inquiries, coverage eligibility concerns, and other related issues for our clients' administrators and employees. • They work closely with clients and carriers via phone and email to resolve matters within a 24-hour timeframe. • Address client employee insurance concerns, answer benefit-related questions, and assist with claims resolution, patient advocacy, and pre-certifications. • Educate client employees on optimal benefit utilization and provide guidance on cost-effective plan options. • Maintain detailed records of client interactions, entering data into Salesforce and generating client analysis reports as necessary. • Use Salesforce to gather client information and enhance service quality. • Monitor resolution timelines to ensure benefit issues and claims are closed within the designated timeframe. • Review Summary Plan Descriptions (SPDs) and benefit summaries for accuracy. • Offer expertise on insurance billing, coding, employee group benefits, insurance processes, and plan descriptions to clients. • Act as a primary resource within the team, delivering exceptional customer service and support in resolving insurance and benefit-related issues. • Address member eligibility inquiries, enrollment entry and confirmation of coverage.

Role Description Our Member Care team is at the forefront of our business. Their role is easily the most important: supporting our members on their healthcare journeys. We're growing our team and looking for warm, passionate people to join us and help deliver the best experience in healthcare. Your job will be to help our members - to answer their questions, help them solve problems, and ensure they have access to the care they need. As a startup, there is no shortage of opportunities, responsibilities, and growth! You'll work alongside a dynamic team that is disrupting the healthcare industry and having a positive and meaningful impact on our members' lives every day. Job Responsibilities - Handle inbound calls and chat boxes from our members in regard to Sidecar Health’s products and services - Provide excellent customer service in a timely and positive manner - Build rapport and maintain positive relationships with existing members to understand their needs and ensure a memorable member experience - Handle issues and complaints where appropriate - Maintain policies and standard operation procedures Qualifications - Education: High school diploma or equivalent required; bachelor’s degree preferred - Bilingual in English and Spanish (preferred) - Experience in healthcare or insurance (preferred) Requirements - Adaptable and resilient - you thrive in a fast-moving, ever-changing startup environment - People-first communicator - you listen with empathy, connect easily, and meet members where they are - Clear and confident in both written and spoken communication, with the ability to answer questions in the moment - Detail-oriented problem solver - you spot the small things and think creatively to help members navigate their plans - Available for one or both of these shifts options (Eastern Standard Time): - Monday–Friday, 8:00am–12:00pm - Saturday–Sunday, 11:00am–3:00pm - Paired with one of the following weekday blocks: - Wednesday–Friday, 8:00am–12:00pm - Wednesday–Friday, 1:00pm–5:00pm - Wednesday–Friday, 4:00pm–8:00pm Benefits - Competitive hourly wage ($19.00 - 20.00) - Paid vacation and company holidays - Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S. Company Description Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and accessible for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen. The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent.