Call Center Representative

• Assist members from our remote call center
• Conduct inbound and outbound calls for our health and wellness incentive programs in English and Spanish
• Summarize notes for each call accurately in accordance with Finity’s quality assurance procedures
• Provide consistently excellent customer service
• Register members to wellness programs
• Assist members with navigating our wellness portals and ordering catalog items
• Manage multiple software interfaces for different wellness programs according to member needs
• Maintain consistent punctuality and attendance to provide complete call queue coverage at all times
• Follow best practices regarding HIPAA laws and protection of members PHI at all times

Bilingual Call Center Representative

• Lead and deliver strategic consulting engagements focused on retail and commercial digital banking, contact center operations, branch strategy, and customer/member experience.
• Assess current-state operating models, technology environments, and service delivery capabilities for banks and credit unions.
• Develop strategic roadmaps that align people, processes, technology, and business objectives.
• Advise clients on digital banking transformation initiatives, including online banking, mobile banking, digital onboarding, treasury management, and self-service capabilities.
• Lead vendor evaluation, selection, and RFP processes for digital banking platforms, contact center solutions, CRM systems, and related technologies.
• Facilitate executive workshops, strategic planning sessions, governance meetings, and client roundtables.
• Analyze operational, financial, and experience data to identify opportunities for process improvement and operational efficiencies.
• Leverage Cornerstone's proprietary research, benchmarking, and industry intelligence to develop actionable client recommendations.
• Develop and deliver executive-level presentations, strategic assessments, and client deliverables.
• Contribute to business development efforts, including proposal development, client relationship expansion, conference presentations, and thought leadership initiatives.
• Collaborate across Cornerstone practice areas to deliver integrated, cross-functional consulting solutions.
• Maintain deep knowledge of emerging banking technologies, payments trends, fintech innovation, and evolving customer experience expectations.

Director – Digital, Branch, & Contact Center

• Assess current-state contact center capabilities, architecture, and operating model.
• Review and validate transformation plans, migration approaches, and implementation roadmaps.
• Define target-state architecture, transition strategies, and phased transformation plans.
• Identify opportunities to improve customer experience, operational efficiency, scalability, and business outcomes.
• Provide strategic recommendations to client leadership and key stakeholders.
• Design and oversee contact center architectures across telephony, IVR, routing, workforce optimization, analytics, and customer engagement channels.
• Guide migration from legacy/on-premise contact center platforms to modern CCaaS environments.
• Review solution designs and provide architectural governance across implementation phases.
• Establish architecture standards, best practices, and integration approaches.
• Define approaches for migration of historical and real-time contact center data.
• Assess reporting, analytics, compliance, and downstream system impacts.
• Identify opportunities to leverage AI-driven capabilities such as virtual assistants, intent detection, sentiment analysis, predictive routing, and agent assist solutions.
• Support development of data and analytics strategies that enable reporting continuity and business insights.
• Conduct stakeholder workshops, discovery sessions, and architecture reviews.
• Translate business objectives into scalable technology solutions.
• Collaborate effectively with business, operations, technology teams, vendors, and implementation partners.
• Present recommendations, roadmaps, and architecture options to senior leadership and executive stakeholders.

Contact Center Transformation Architect – CCaaS Strategy

• Support customers by answering inbound calls related to employee and retiree annuity benefits.
• Assist callers with retirement-related inquiries, benefit information, and general questions regarding their benefits.
• Manage a steady call volume while actively listening, navigating multiple systems, and providing accurate and timely resolutions.

Bilingual Benefits Call Center Representative

• Provides executive oversight of quality management across business operations, ensuring accuracy, consistency, and alignment with outcome-based performance standards.
• Leads the design, implementation, and continuous refinement of an association-aligned, outcome-based Quality Management framework, including controls, governance, and calibration processes.
• Champions continuous improvement initiatives by identifying root causes and implementing strategies that enhance customer outcomes, operational efficiency, and risk mitigation.
• Defines and evolves key performance metrics and outcome-based KPIs aligned to business objectives, member experience, and regulatory expectations.
• Leads advanced quality analytics to identify trends, risks, and opportunities, partnering with analytics, actuary, and Learning and Development to drive performance improvement.
• Accountable for response to Internal Audit findings, ensuring effective remediation and alignment with compliance and risk standards.
• Delivers clear, actionable reporting to senior leadership, including insights on trends, root causes, business outcomes, and recommended operational actions.
• Oversees the maintenance of the control framework and uses quality assurance and oversight to promote customer satisfaction.
• Directs and implements process improvements intended to enhance operational efficiencies, improve quality, and mitigate risks.
• Collaborates with Risk, Compliance, Legal, Internal Audit, and other control functions to align on regulatory requirements and develop proactive risk mitigation strategies.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Executive Director, Quality Management

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Accurately record all details in accordance with procedures
• Conduct database and open-source research
• Route and escalate calls appropriately
• Other duties, as assigned

• Partner with leadership to understand current customer experience and adjust staffing to improve customer experience.
• Create and maintain schedules for Customer Service staff to ensure optimal coverage for service level goals.
• Coordinate with appropriate staff and departments to schedule training, meetings and other events into the workforce management system.
• Administer staff scheduling needs and time off requests in a fair and consistent manner.
• Monitor call center activity and make recommendations for immediate changes to ensure call center coverage meets customers' needs.
• Monitor and record all exceptions to planned schedules to provide current analysis.
• Advise Call Center Management of expected performance concerns and recommend solutions.
• Create and distribute ad hoc reports as needed to analyze trends.

Call Center Analyst, Workforce Management

• Provide front-line leadership, mentoring and staff development for Customer Service Representatives (CSRs).
• Create incentives, hold contests and activities to foster a fun work environment.
• Monitor calls to ensure quality service is being offered to all customers.
• Establish and monitor individual team members' performance against established goals.
• Drive the recruitment, interviewing, hiring, and onboarding of new associates.
• Assist in answering incoming calls during peak volume periods.

Contact Center Shop Care Supervisor

• Determine staffing targets, call volume trends and forecast changes based on capacity model
• Facilitate project work and schedule change adjustments
• Administer off phone time and training schedules
• Identify and recommend opportunities for process improvement and risk control development
• Provide guidance through mentoring, training and development
• Make decisions and resolve issues to meet business objectives
• Interpret policies, procedures, and compliance requirements
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders
• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Contact Center Planning Analyst

• Oversee and support new call center hires through onboarding, training, and nesting progression.
• Ensure proficiency, productivity, and seamless transition to production while managing engagement, expectations, and career development.
• Act as the liaison for Talent Acquisition, Interviewing Team, Learning & Development.
• Coordinate training and nesting logistics for each incoming class.
• Manage expectations, attendance, engagement, and skill transfers for direct reports.
• Enhance results and reduce attrition by supporting new hires during their ramp-up period.
• Address behavioral and attendance issues for a team of employees.

Associate Director – Call Center

• Provides the highest level of customer service patients and incoming callers via telephone
• Answer incoming calls in a friendly, courteous, professional & positive manner
• Maintain accurate records by verifying/obtaining patient demographic & insurance information
• Forward calls to appropriate practice/department for additional follow-up
• Document and enter messages into practice management system
• Promptly address inbound email inquiries and requests from patients
• Handle making outbound calls to schedule patients upon request
• Work collaboratively & courteously with all other departments to ensure a positive patient experience

Patient Call Center Coordinator

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• Maintain excellent quality standards for all client programs; adhere to program scripts and guidelines.
• Accurately collect information required by individual programs and correctly capture in specific program databases.
• Exhibit effective communication and tele-management skills.
• Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.
• Possess effective organizational skills, including working with multiple projects simultaneously.
• Adhere to all company policies and Standard Operating Procedures.
• Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed.
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

Contact Center Representative

• Offer subject matter expertise to patients and handle escalated calls
• Manage Salesforce and our message center
• Handle insurance tasks
• Set an example by meeting SLAs consistently
• Occasionally lead team huddles and meetings
• Attend on-boarding and learn about OrthoFi’s culture
• Train in our OrthoFi Software
• Complete customer service and collections specific on-boarding curriculum
• Handle all outbound and inbound communications with financially responsible parties

Bilingual Orthodontic Contact Center Representative

• Manage inbound and outbound contact centers by utilizing Alvaria Advanced outreach, Unified Command and Control (UCC) and Genesys.
• Future state, manage Inbound and outbound contact centers utilizing Five9 and Acqueon (ACM)
• Provide subject matter knowledge and interpretation of procedures to key business partners
• Coordinate and monitor implementation and maintenance of processes, procedures, and policies
• Interact with immediate Strategy and Execution colleagues on operational initiatives
• Provide support for a variety of diverse support functions for multiple business groups or a specific line of business

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