*At Caribou, we are building healthcare cost prediction and optimization software for the finance industry.* *Financial advisors and wealth managers across the country are using our software for proactive healthcare planning, protecting their clients’ wealth and building stronger client relationships. Every feature we release or conversation we have fits our mission of creating a world where healthcare doesn’t get in the way of living.*

Identify gaps in work processes and recommended improvements. Resolve complex situations and ensure assigned staff is directed to the appropriate resources.Provide operational support and expertise, as well as single point of service support (e.g., calls and claims) to client contacts (HR, Benefit Administrators, client key decision makers, and Account Management).Service complex client accounts with timely and effective response to client service related concerns and issues.Keep operational teams, internal and external partners appraised of client changes, culture, benefit intent.Assist with a large volume of requests from clients and internal partners every day with a positive attitude.Handle escalations and provide overall support to clients regarding related issues and needs.

Interacted with members and clients in a multi-channel environment to ensure appropriate engagement was achieved. Fully versed in explaining plan benefit design, resolves claim, benefit, and enrollment issues while making a connection during the contact. Provided updates based on an agreed upon timeframe. Assists in increasing member's engagement into appropriate programs and offerings.Coached service team on benefit nuances or changes as necessary.

Interview clients to determine their current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance, or other information needed to develop a financial plan.Answer clients' questions about the purposes and details of financial plans and strategies.Recommend to clients strategies in cash management, insurance coverage, investment planning, or other areas to help them achieve their financial goals.Analyze financial information obtained from clients to determine strategies for meeting clients' financial objectives.Implement financial planning recommendations or refer clients to someone who can assist them with plan implementation.Review clients' accounts and plans regularly to determine whether life changes, economic changes, environmental concerns, or financial performance indicate a need for plan reassessment. Manage client portfolios, keeping client plans up-to-date.Contact clients periodically to determine any changes in their financial status.Prepare or interpret for clients information such as investment performance reports, financial document summaries, or income projections.Recruit and maintain client bases.

Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.Monitor sales activities to ensure that customers receive satisfactory service and quality goods.Inventory stock and reorder when inventory drops to a specified level.Instruct staff on how to handle difficult and complicated sales.Hire, train, and evaluate personnel in sales or marketing establishments.Assign employees to specific duties.Enforce safety, health, and security rules.Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.Plan budgets and authorize payments and merchandise returns.

Execute sales, service and customer experience initiatives in store.Meet and exceed assigned goals for: customer experience and reputation, sales and service, revenue and productivity.Participate with store management in role plays on a regular basis.Attend weekly personnel training/educational sessionsReview Customer Feedback Tool on a daily basisAddress appropriately any billing or service issuesHave through knowledge of all the products and services in the product line.