This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves supporting assigned Regional Executives and Voluntary Sales Executives for the Life, Disability, Absence Management, and Supplemental Health product lines for inforce business. - Accountable for managing relationships with assigned new and existing customers and growing the business while resolving issues as they arise. - Involves having a working understanding of the external marketplace. - Generating profitable revenue growth by retaining existing customers, growing business, and achieving customer happiness. What you will do - Serve as the primary service contact for mid‑sized client accounts (100–499 lives). - Deliver timely, high‑quality customer service with same‑day response to inquiries received by 2pm. - Build strong relationships and collaborate with internal teams to resolve service issues and provide consultative support. - Support new business implementation by partnering with Implementation Managers and participating in client onboarding calls. - Handle daily service operations such as AOR changes, licensing updates, amendments, billing issues, data feeds, claims support, and enrollment event coordination. - Educate clients on products, services, systems (GO portal), and core processes. - Attend occasional client meetings, including benefit fairs and enrollment sessions (up to 5% travel). - Collaborate with Regional Account Managers and Sales Executives to drive client retention and identify growth opportunities. - Manage renewal activities—gathering census data, coordinating with underwriting, negotiating on behalf of clients/brokers, and communicating renewal decisions. - Participate in continuous learning, special projects, and customer‑facing implementation of state‑mandated coverages. Qualifications - High School Diploma required; college degree preferred. - 3-5 years of cumulative, relevant experience. - Life & Health License (willingness to acquire within 6 months). - Professional certifications or designations suitable and pertinent for this role. - Required product knowledge – life disability and or absence. - Microsoft Office Suite proficiency. Requirements - Minimum Internet Speed: 100 Mbps download and 20 Mbps upload, in alignment with the FCC's definition of "broadband." - Internet Type: Fiber, Cable (e.g., Comcast, Spectrum), or DSL. - Not Permissible: Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up. Benefits - Flexible full-time or hybrid telecommuting arrangements. - Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%. - Paid time away including vacation and sick time, flex days and ten paid holidays. - Give back to your community and double your impact through our company matching. Compensation Hourly Range: $29.83 - $49.68 plus eligibility for annual bonus program. Work Authorization This position does not offer employer-sponsored work visas or related assistance. Candidates must already have legal permission to work in the United States when hired. They must keep this authorization for the entire duration of their employment with our company.

• Provide knowledgeable and timely support by answering billing-related questions regarding the MatrixCare Home Health, Hospice, and Private Duty Care (HHP) application • Diagnose and resolve both basic and complex financial or billing issues • Troubleshoot non standard issues by engaging directly with customers • Contribute to a comprehensive knowledge base by documenting new issues • Identify and escalate critical issues that may affect multiple clients • Track, document, and monitor all inbound support requests • Collaborate closely with customers to understand their needs • Maintain up to date knowledge of MatrixCare products

• Lead strategic initiatives for the Customer Experience organization, from concept through execution. • Serve as the program manager for cross-functional CX projects, ensuring milestones, risks, and outcomes are clearly tracked. • Design and coordinate onboarding and ongoing training programs for CX teams. • Build and maintain documentation and playbooks to support consistent execution. • Own CX operational systems and workflows across Salesforce, Jira, and Confluence. • Identify opportunities to automate processes and reporting to improve team efficiency and data quality. • Partner with technical teams to implement scalable workflows and integrations. • Act as chief of staff to CX leadership for strategy execution, metric definition and tracking, and business reviews and performance reporting. • Build dashboards and reporting frameworks to measure how the CX organization is performing. • Centralize and track operational issues, risks, and blockers across CX teams. • Ensure visibility, ownership, and resolution of high-impact customer and process issues. • Create executive-level presentations and reports summarizing CX performance, risks, and initiatives. • Leverage AI tools to improve documentation, reporting, and operational workflows.

• Respond to customers via official channels (WhatsApp and email) • Receive requests, inquiries, billing questions and complaints professionally • Record and organize all requests in ClickUp with clarity and context • Correctly route requests to internal teams (Ads, Web, Design and Social Media) • Follow up on and chase internal team deadlines and responses • Request materials, approvals and pending information from clients • Keep clients updated on status, revisions and deliveries • Manage deadlines, SLAs and priorities • Handle multiple client interactions simultaneously • Ensure clear, concise communication aligned with the agency's positioning