• Deliver an outstanding customer experience on every interaction • Answer inbound customer calls and respond to online chat inquiries • Assist customers with password resets, account creation, and document uploads • Help members manage their accounts and navigate available services • Verify eligibility and review healthcare coverage options • Provide accurate information regarding products, services, and company policies • Investigate and resolve customer concerns in a timely manner • Diagnose issues and identify effective solutions • Handle complex inquiries while maintaining professionalism and empathy • Escalate issues appropriately when necessary • Develop and maintain expert knowledge of company products, programs, and policies • Adapt quickly to new procedures, program updates, and changing business needs • Successfully complete required training, self-study, testing, and certification programs • Ensure all communications comply with regulatory guidelines and company standards • Consistently follow established processes, policies, and procedures • Accurately enter and update customer information in internal systems • Maintain detailed records of customer interactions • Complete additional administrative tasks and special projects as assigned

• Serve as the primary contact for inbound calls from account holders and prospective customers • Make outbound calls to welcome new account holders, assist with past-due accounts, support non-enrolled patients, and participate in special outreach campaigns • Help patients understand their account options and encourage enrollment and payment activity • Deliver white-glove customer service while acting as an advocate for patients and an ambassador of the brand • Accurately document customer interactions and account activity using proprietary CRM technology • Escalate concerns, complaints, and complex issues appropriately while maintaining professionalism and empathy • Participate in ongoing coaching, quality reviews, and development opportunities to continuously enhance your skills and performance • Embrace feedback and demonstrate a commitment to personal and professional growth

• Own APAC-hours customer support, answering questions ranging from technical troubleshooting to pre-purchase questions from property managers • Take calls with customers when email isn't enough • Identify patterns in customer feedback, common issues, and recurring questions, and turn them into clear input for sales, marketing, and engineering • Audit our support systems and processes end-to-end — tooling, workflows, response times — and diagnose what isn't working and why • Help shape and improve support processes, tooling, and response times — not just work within them • Build and maintain AI agents/bots that handle first-line questions and repetitive tasks, freeing the team for complex cases, and keep tuning them as the product evolves • Contribute to and help maintain our help center and internal knowledge base • Sync regularly with sales, marketing, and engineering to stay current on our product and represent the customer's voice • Act as a senior point of reference for the rest of the support team — the person who diagnoses what's broken and defines how the function should run

• Performs advanced customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. • Delivers CARES model to customers and service partners • Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served • Resolves customer service inquiries and issues • Recommends appropriate solutions • Resolves more complex or reoccurring issues • May interact with higher levels within the customer organization • Maintains high levels of customer satisfaction consistent with PNC's core values • Demonstrates commitment to quality through customer and service partner interactions • Serves as a coach or mentor and may serve as a trainer to the customer service team • Documents customer interactions and completes service requests to minimize customer effort or additional action.