ADVOCATE JOB DESCRIPTION

Direct service advocacy means showing up when a family's housing, safety, or legal standing is in immediate jeopardy. Advocates in community-based and shelter programs carry assigned caseloads of high-risk clients, navigate landlord relationships and court referrals, and make independent field judgments under state and federal program standards. Trauma-informed practice is the baseline, not a bonus. The role demands fluency in crisis response protocols, fair housing and ADA compliance, and the documentation practices that keep programs licensed and funded.

As the Advocate, you deliver trauma-informed direct services, safety planning, and housing navigation to high-risk individuals and families across a community-based or shelter program, serving as their primary point of contact from intake through stabilization. You carry an assigned caseload within a multidisciplinary regional team, coordinating with legal providers, child protection agencies, and community landlords while maintaining records in compliance with licensing and contract requirements.

Career Impact: Hands-on experience with trauma-informed safety assessments and human trafficking interdiction protocols builds the specialized case management credentials that distinguish senior advocates and clinical supervisors in the nonprofit sector.

Business Impact: When caseloads are managed well, families achieve housing stability, and children remain safely placed, outcomes that determine program contract renewals and licensing standing with state and federal funders.

Growth Opportunity: Advocates who master crisis intervention, SDOH assessment, and multi-system coordination are well-positioned to advance into Case Manager, Housing Navigator, or program leadership roles with expanded caseload authority.

• Conduct comprehensive safety and mental health assessments for an assigned caseload of high-risk children, families, or survivors to determine service needs.
• Develop and implement individualized safety and service plans, including immediate risk reduction and clinically informed stabilization planning.
• Coordinate referrals to legal providers, child protection agencies, housing programs, and community resources in compliance with program protocols.
• Provide crisis intervention and hotline support, including field response during evenings, weekends, and on-call shifts as assigned.
• Establish and maintain landlord and property manager relationships to secure safe housing placements for program participants.
• Document all client contacts, case notes, referrals, and service outcomes in agency systems within required reporting timeframes.
• Facilitate shelter programming, peer support, and non-violent conflict resolution among residents or program participants.
• Liaise with law enforcement, courts, and federal partners to ensure coordinated case handling and protocol compliance.

• Bachelor's degree in social work, human services, or a related field, or equivalent work experience.
• Two or more years of direct client advocacy experience, with exposure to trauma-informed case management or crisis services.
• Knowledge of landlord-tenant, fair housing, and ADA laws, or equivalent regulatory frameworks governing client housing rights.
• Demonstrated ability to conduct safety and resiliency assessments and make independent field decisions under pressure.
• Bilingual proficiency in English and Spanish, sufficient for direct client communication and documentation.
• Valid driver's license, reliable transportation, and ability to travel locally to client locations and partner agencies.
• Ability to pass a pre-employment background check, drug screening, and, where required, fingerprint clearance.
• Strong written and verbal communication skills, with accuracy in case documentation under regulatory compliance requirements.

• Working knowledge of human trafficking interdiction policies and procedures relevant to the service population.
• Experience with subsidized housing programs, master lease structures, or short-term housing subsidy administration.
• Familiarity with electronic case management or property management systems used for program tracking and reporting.
• Prior experience facilitating group programming or peer support sessions in a shelter or residential setting.

• Active caseload size maintained within program-defined capacity, reflecting consistent intake and closure throughput.
• Safety plan completion rate per client, measured against required timeframes in licensing and contract standards.
• Referral-to-placement ratio for housing units secured through the landlord network relative to client need.
• Documentation timeliness rate, tracking percentage of case notes and required forms submitted within mandated windows.
• Crisis response dispatch time, measuring adherence to program-required field response timeframes for on-call incidents.
• Typical tools: case management platforms (commonly Apricot or similar nonprofit CMS); property and work-order tracking systems (commonly spreadsheet-based or program-specific databases).

• Base Salary Range: $38,000 to $52,000 annually, depending on experience and program funding
• Bonus: Uncommon in nonprofit direct services; merit increases tied to annual review cycles
• Equity: Not applicable in nonprofit or government-funded program settings
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by organization size
• PTO: 10 to 15 days annually, plus paid holidays; some programs offer additional sick leave
• Common Perks: Mileage reimbursement for field travel, employee assistance programs, and continuing education support for licensure

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion, including drug screening and fingerprint clearance where required by program licensing, is a condition of employment. All qualified applicants are considered without regard to race, color, religion, sex, national origin, disability, age, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available throughout the hiring process for applicants with disabilities. Please request them at any stage. Candidates must hold a valid work authorization in the United States before their start date.

Embedded within the Claims and Client Services organization, the Client Advocate delivers strategic relationship management and consultative insurance services, marshalling internal resources to coordinate service and placement activities that meet clients' risk management needs. Working closely with broking teams, practice groups, and industry groups, the Client Advocate expands business opportunities, mentors account managers, and increases account profitability by resolving coverage gaps and driving the full RFP response process.

Core Functions

• Coordinate and deliver comprehensive insurance and risk management services by identifying and integrating all relevant internal resources.
• Provide strategic planning and consulting advice to clients, monitoring their insurance and risk management needs in collaboration with practice and industry groups.
• Design, prepare, negotiate, and deliver fee and compensation agreements to clients.
• Drive the RFP response process, including review, coordination of line-of-business groups, and proposal ownership.
• Design and deliver full client presentations, advocacy reports, client service plans, and schedules.
• Recommend appropriate solutions throughout the policy term, including acquisition due diligence.
• Build and develop insurer relationships in collaboration with broking teams.
• Actively expand existing client relationships and assist with the preparation and delivery of value propositions on new business.
• Increase the profitability of client accounts and ensure retention of business over time.
• Serve as a mentor to account managers and other colleagues and lead by example in best client relationship management practices.

Qualifications & Experience

• Post-secondary education or industry-equivalent designations.
• Ten or more years of insurance experience in a client-facing role.
• In-depth knowledge of the commercial insurance renewal process.
• Specialized industry knowledge in at least three segments is desirable.
• Ability to apply knowledge of coverages in program design analysis, identification of coverage gaps, and ongoing coverage consultation.
• Business acumen, including knowledge of strategy and tactics to optimize use of the insurer marketplace and arrive at positive client solutions.
• Strong relationship management skills, including the ability to leverage internal and external relationships and drive conflict resolution.
• Strong negotiation skills, with the ability to develop innovative and creative solutions for complex placements.
• Excellent verbal and written communication skills, including group presentation skills and the ability to drive complex technical conversations.
• Excellent project management skills, including end-to-end oversight of large, complex, or multi-dimensional projects.
• Proficient in Microsoft Teams, Outlook, Word, Excel, and PowerPoint.

Reporting to the care management team, the Care Advocate shapes proactive member engagement across the healthcare continuum, coordinating care needs from initial contact through 30-day post-facility discharge for Medicare and Medicaid populations. Partnering with community providers, clinical staff, physicians, and internal departments, the Care Advocate enables consistent, high-quality member experiences by conducting Social Determinants of Health assessments, scheduling provider appointments, and ensuring complete documentation in the electronic medical record.

Primary Duties

• Establish trusting relationships with members, caregivers, clinic staff, and physicians through face-to-face or virtual engagement.
• Proactively engage members to coordinate care needs and keep them actively connected with their primary care physician.
• Partner with the member's care team, including community providers and internal staff, serving as a liaison between members and all health services.
• Connect members with appropriate care teams to assist in resolving specific barriers to healthcare identified through telephonic outreach.
• Conduct Social Determinants of Health assessments to identify member needs and connect members with appropriate support.
• Conduct inbound and outbound calls, including member touchpoints, clinical staff coordination, member scheduling, and surveys.
• Review care history documentation and navigate between computer platforms to research medical, clinical, or benefits information.
• Enter timely and accurate data into the electronic medical record to ensure complete documentation of member visits and calls.
• Periodically visit members in facilities or next sites of care, requiring reliable local travel.

Skills & Qualifications

• High School Diploma or GED.
• Four or more years of experience in customer service support and/or member engagement.
• Healthcare experience, including experience working with Medicare and Medicaid populations.
• Demonstrated knowledge of medical terminology and Medicare and Medicaid health plans.
• Proficient in computer skills, including Microsoft Word, Excel, Access, and Outlook.
• Proven excellent organizational, prioritization, and written and verbal communication skills.
• Ability to interact productively with individuals and multidisciplinary teams.
• Ability to comprehend and retain detailed information.
• Access to reliable transportation and the ability to travel locally as required.
• Bilingual in English and Spanish.

Sitting at the intersection of patient engagement and clinical research operations, the Patient Success Advocate leads high-volume outbound calling to consented or interested patients, guiding them through eligibility assessment and the full clinical trial enrollment process in a startup environment. Operating across protocol-specific inclusion and exclusion criteria, patient databases, and cross-functional team support, the Patient Success Advocate directly enables trial enrollment outcomes by maintaining patient engagement between consent and trial entry and ensuring accurate data collection.

Duties

• Make 40–50 or more outbound calls per day to patients interested in participating in clinical trials.
• Assess preliminary subject eligibility against protocol-specific inclusion and exclusion criteria.
• Explain the clinical trial process thoroughly to patients and keep them engaged between consent and trial entry.
• Reach out to patients who previously consented but did not qualify to assess interest in other trials.
• Assist patients in connecting with clinical research sites and follow up to gather feedback on their experience.
• Develop and maintain a working knowledge of assigned medical indications.
• Review patient databases and electronic platforms to identify potential study patients and initiate contact.
• Ensure accurate collection and entry of patient information into relevant databases while on calls.
• Support team members and contribute to department meetings.

Requirements

• Bachelor's or Associate's degree, or equivalent.
• Prior experience delivering excellent customer service required, with call center experience a plus.
• Healthcare industry and patient care experience preferred.
• Bilingual in Spanish and English required.
• Ability to retain and differentiate key enrollment criteria across multiple clinical trials.
• Ability to maintain confidentiality in accordance with HIPAA guidelines.
• Strong interpersonal and communication skills, with the ability to work independently and collaboratively.
• Demonstrated focus on process improvement and ability to articulate ideas for improving efficiency.
• Professionalism, sense of urgency, and self-motivation to achieve required metrics.

A key member of Slack's developer relations team, the Developer Advocate builds and delivers content across blog posts, talks, code samples, and video to help the developer community learn how to build on the Slack Platform. Collaborating across product, engineering, sales, design, and marketing teams, the Developer Advocate leads platform feature advocacy, gathers community feedback, and directly grows the developer ecosystem by speaking at events and defining new features on the roadmap.

Functions

• Connect with developers to share knowledge about platform features and gather community feedback.
• Build and deliver content across multiple formats, including blog posts, talks, code samples, documentation, and developer tools.
• Speak at events and produce video content to help the developer community learn how to build on the platform.
• Collaborate with product, engineering, and other cross-functional teams to build new features and improve the platform.
• Grow the developer ecosystem.

Experience & Qualifications

• Three to seven years of experience in developer relations, developer advocacy, or developer evangelism.
• Familiarity with languages such as Node.js, TypeScript, Python, or Java.
• Solid understanding of API design principles.
• Experience creating developer-facing content across multiple formats, including blog posts, video, and code samples.
• Experience operating within cross-functional teams, including sales, product, engineering, design, and marketing.
• Excellent communication skills, with the ability to explain complex technical issues clearly to both technical and non-technical audiences.

Accessible design for product teams worldwide depends on the Advocate, who builds compelling templates for use cases, including brainstorms and product plans, creates multi-format content, and leads webinar programs that onboard users to FigJam's visual collaboration tools. Based within Figma's advocacy team and serving as a bridge between community members, sales demos, and global conference stages, the Advocate delivers measurable community growth by establishing relationships with users and supporting advocates leading events worldwide.

Accountabilities

• Build compelling, high-quality templates for a variety of use cases, including brainstorms and product plans, to help users get started faster.
• Create content across multiple formats, including videos, articles, and livestreams, to help users use the tool successfully and encourage knowledge sharing.
• Join sales demos for key high-value accounts to explain the product, answer in-depth questions, and help customers run effective sessions and meetings.
• Maintain and establish relationships with community members and identify opportunities to collaborate.
• Speak regularly at meetups and conferences and support community advocates leading events worldwide.
• Plan and host a one-to-many webinar program to help onboard and teach users.

Technical Qualifications

• Facilitation expertise, a love for frameworks, and experience using visual collaboration tools with teams.
• Ability to produce on-brand, easy-to-follow templates.
• An understanding of the evolving challenges of design teams at scale and how designers work with adjacent roles.
• An entrepreneurial mindset and experience iterating on projects from early experimental ideas through to completion.
• Comfort speaking publicly to large groups of people.
• Comfort with up to 25% travel.

As the Advocate, this role provides housing navigation, landlord relationship building, and trauma-informed supportive services to survivors of sexual and domestic violence participating in the De Colores community-based program. The De Colores program relies on this work to connect clients with safe housing, employment resources, financial planning assistance, and community agency referrals, ensuring compliance with all documentation, training, and reporting requirements.

Activities

• Provide housing navigation, landlord relationship building, and supportive services to survivors of sexual and domestic violence.
• Advocate for client housing needs, including finding housing, employment resources, furniture, financial planning, and connections to community resources.
• Determine levels of financial assistance, short-term housing subsidies, and utility and moving assistance for each client on an individual basis.
• Establish and maintain relationships with landlords and property managers who can offer safe housing to program participants.
• Develop a knowledge base of local and state agencies that assist victims of domestic violence.
• Maintain client records for all services rendered and complete all required training within specified timeframes.
• Participate in program activities, staff meetings, and clinical and planning meetings.

Position Requirements

• Bachelor's degree required.
• Must hold a current Fingerprint Clearance Card or be able to obtain one within 60 days of employment.
• Ability to work with families in crisis and provide supportive services in a community-based setting.
• Ability to work a flexible schedule as needed per program requirements.
• Bilingual in English and Spanish required.
• Excellent networking, verbal, written, organizational, and time management skills.
• Must pass a background screening before starting and be at least 21 years of age.
• Valid driver's license and ability to be insured under an automotive insurance policy required.

Claims Advocate leads client advocacy across all claims-related matters within the Claims Department, applying policy interpretation expertise and coverage analysis to negotiate with insurers, adjusters, and lawyers on behalf of clients. Success in the position means securing fair claim settlements, resolving coverage and quantum disputes, and delivering coordinated claims consulting services that protect client interests across policy wordings, servicing instructions, and sales presentations to prospective clients.

Operational Focus

• Advocate on behalf of clients in all claims-related matters.
• Review and recommend solutions to coverage, quantum, and claim handling management issues.
• Negotiate with insurers, adjusters, and lawyers to expedite and obtain fair settlement of claims.
• Assist clients in preparing special claims servicing instructions tailored to their specific needs and insurance program structures.
• Review and comment on policy wordings for account teams.
• Review claims with clients, insurers, and loss adjusters on a regular basis.
• Participate in sales presentations to prospective clients.

Knowledge, Skills & Abilities

• Seven or more years of experience in the claims space, in some combination at the adjuster, carrier, or brokerage level.
• RIBO licence required, or must be obtainable within three months of starting employment.
• Appropriate provincial licence required within the probationary period.
• Additional insurance qualifications or designations, such as CIP or CRM, are considered an asset.
• Awareness of relevant insurance legislation and major insurance-related court decisions in Canada.
• Excellent knowledge of coverage and strong analytical skills in policy interpretation.
• Strong verbal and written communication skills, with effective time management and organizational practices.
• Excellent interpersonal and negotiation skills.
• Results-oriented with a strong client service focus, attention to detail, professional maturity, and commitment to professional standards and ethics.
• Strong problem-solving skills and the ability to work effectively in a team.

The Client Experience Advocate produces engaging webinar-based and in-person training sessions for internal and external users of the company's software, documenting outcomes and coordinating follow-up across a full calendar of educational events. Working closely with the knowledge management team and reporting to the relevant manager, the Client Experience Advocate advances user proficiency and product adoption by identifying additional educational session needs, crafting written resources, and leading sessions at the annual users' conference.

Key Deliverables

• Conduct new user training sessions and knowledge pass sessions, documenting outcomes and coordinating follow-up.
• Lead Coffee Break webinars, record all sessions, and deliver recordings to the relevant manager for posting to the support site.
• Assist with in-person training events, including onsite sessions and regional training, as needed.
• Participate in the annual users' conference, typically by leading one or more sessions.
• Assist with the production of instructional videos as needed.
• Identify additional educational session needs by surveying stakeholders and reviewing support tickets, and propose outlines to the knowledge management team.
• Work closely with the manager to craft written resources that supplement webinars, remote training, and instructional videos.

Professional Experience

• Bachelor's degree.
• One to three years of relevant experience.
• Strong verbal communication and listening skills, with the ability to energize others.
• Creative, tech-savvy, and passionate about learning and teaching.
• Effective written communication skills.
• Ability to work independently and in a team environment.

Embedded within a community outreach operation, the Neighborhood Advocate develops membership growth through online and in-person events, distributing marketing materials, signing up eligible residents, and teaching online bike safety classes to introduce bike share to first-time riders. Working closely with local partners and residents, the Neighborhood Advocate advances membership acquisition goals and supports on-the-ground marketing efforts that expand program reach across the community.

Areas of Ownership

• Promote membership pass options through online and in-person events.
• Meet membership acquisition goals.
• Sign up eligible residents for membership.
• Distribute marketing materials to local partners and residents.
• Teach online bike safety classes and introduce the benefits of bike share to first-time riders.

Background & Experience

• 18 years of age or older, with a minimum of one to two years of experience in a goal-driven sales environment.
• Experience with online conferencing and outreach tools such as Zoom and Google Hangouts.
• History or working knowledge of public housing or nutritional assistance programs.
• Flexible schedule availability, including evenings and weekends, with availability to work up to 20 hours per week.
• Ability to speak an additional language, including but not limited to Spanish, Chinese, French, or Bengali.

Reporting to the regional team, the Advocate refines service delivery for complex, high-risk children and families through trauma-informed case management, crisis intervention, and safety planning, exercising sound professional judgment independently in the field. Partnering with legal providers, child protection, law enforcement, and federal partners, the Advocate reduces risk and enables family preservation by conducting comprehensive assessments, developing treatment plans, and maintaining accurate records in compliance with state and federal program standards.

Role Responsibilities

• Independently coordinate referrals, service planning, and documentation for an assigned caseload.
• Provide comprehensive, trauma-informed service and safety planning, including immediate risk reduction and short-term therapeutic interventions.
• Conduct comprehensive assessments, develop treatment plans, and make independent decisions in the field regarding the safety and well-being of assigned children and families.
• Continually assess ongoing changes in behavior, circumstances, or conditions that may affect child safety, using a child-focused, trauma-informed approach.
• Provide family preservation interventions, including comprehensive safety planning and clinically informed stabilization planning.
• Act as a liaison with stakeholders, including legal providers, child protection, law enforcement, and federal partners, ensuring program and local protocols are followed.
• Accept crisis calls, provide support to families in crisis, and provide feedback to crisis line staff to ensure appropriate responses and follow-up.
• Engage and involve children and their caregivers in the casework process and document progress toward risk reduction and service goals.
• Comply with all immediate reporting and response requirements for safety-related case issues in the field.
• Compile, prepare, and maintain accurate records, files, forms, and statistics in accordance with agency policies and licensing and contract requirements.
• Participate in weekly case staffing with the regional team, community meetings, and workshops that promote professional growth.
• Transport clients when needed according to program protocol, dispatching within required timeframes to assigned locations.
• Work evenings, weekends, and holidays as needed, including on-call assigned shifts.
• Maintain confidentiality in all areas of service population and program operations, and uphold professional and ethical standards of conduct at all times.

Minimum Qualifications

• High School Diploma or equivalent.
• Demonstrated mastery of comprehensive safety, resiliency, and mental health assessment.
• Demonstrated working knowledge of all relevant human trafficking interdiction policies and procedures.
• Ability to respond sensitively and competently to the service population's cultural and socioeconomic characteristics.
• Ability to work effectively both independently and as a member of a multidisciplinary team without intensive supervision.
• Ability to adapt immediately to changes in the field and maintain emotional control and professional composure at all times.
• Strong written and verbal communication skills in English; Spanish communication skills are an asset.
• Computer literacy sufficient to meet the responsibilities of the position.
• Must provide proof of work eligibility status upon request.

Sitting at the intersection of direct client services and shelter operations, the Advocate provides trauma-informed crisis intervention, safety planning, and hotline support to victims of domestic abuse and their children across the care continuum, with emphasis on complex, high-risk clients. Operating across shelter programming, court referrals, and regulatory compliance requirements, the Advocate maintains resident safety and client privacy while completing all required training, annual education, and licensure obligations.

Job Functions

• Provide trauma-informed direct services to victims of domestic abuse and their children, including support, crisis intervention, safety planning, parenting support, advocacy, information, and referrals.
• Complete exit surveys and required exit paperwork with clients leaving the shelter.
• Facilitate cooperative living, peer support, and resident participation in shelter programming, modelling non-violent conflict resolution.
• Take appropriate steps to manage emergency situations with the goal of maintaining the safety of all residents.
• Provide direct service to clients on the hotline when on duty and assist clients with court needs, making referrals to appropriate agencies and staff.
• Assist with shelter maintenance, including chores, cleaning, and stocking of food and supplies.
• Maintain client privacy and confidentiality at all times and uphold all regulatory requirements to ensure compliance with departmental, hospital, state, and federal regulations.
• Complete annual education, training, in-service, and licensure and certification requirements, and attend staff meetings.

Education & Experience

• Education in advocacy for domestic violence and sexual abuse is required.
• High School Diploma or equivalent preferred.
• Experience with IT systems and reporting preferred.
• Experience leading and teaching individuals and groups preferred.
• Bilingual in Spanish or another foreign language preferred.

A key member of Post University's online and satellite student services team, the Financial Solutions Advocate oversees all financial aid administrative tasks and coordinates payment options to ensure student tuition obligations are met while promoting student retention and success. Collaborating across admissions, student accounts, registrar, and advising departments, the Financial Solutions Advocate enables institutional compliance and student financial readiness by counseling high-balance accounts, processing accurate data entry, and maintaining confidential student records.

What You'll Do

• Communicate and explain all available payment options, the financial aid application process, and student responsibilities to new students.
• Provide outstanding, student-focused, solution-oriented customer service to ensure all students are well-informed and prepared.
• Counsel students with high balances or delinquent accounts and determine whether additional financing is needed and how it can be obtained.
• Work closely with admissions, student accounts, registrar, and advising departments to assist students with tuition obligations.
• Respond promptly to all student questions and concerns regarding the tuition process within established timeframes and follow up to confirm payment methods are finalized.
• Perform accurate data entry of financial aid information and maintain complete documentation of each student's current status in relevant databases.
• Collect complete and accurate documentation to ensure each student's file meets established guidelines.
• Participate in student registration and development activities designed to promote student awareness, retention, and success.
• Maintain and monitor confidential student records and files using a database and various computer software.

Skills & Qualifications

• Bachelor's degree preferred; an equivalent combination of education, experience, or training may be substituted.
• Previous experience in a higher education position, such as admissions, tuition planning, and/or student finance preferred.
• Basic understanding of federal student aid processes, including FAFSA processing, federal Stafford and loans, verification, and applicable government regulations.
• Ability to adapt quickly to changes in rules and regulations and to internal process changes to ensure continuous compliance and university success.
• Must have excellent PC skills and be proficient in Microsoft Office, internet applications, and database software.
• Ability to plan, organize, and implement assigned responsibilities accurately and efficiently in a high-volume environment with deadlines and interruptions.
• Ability to establish and maintain positive working relationships with employees at all levels and with diverse student populations.
• Excellent oral and written communication skills, with tact and discretion in handling confidential information.
• Must be a self-starter with the ability to multi-task and work in a team-oriented, objective-focused environment.
• Ability to work a Tuesday through Saturday shift after training and weekend hours, as preferred by the position.
• Must have a reliable internet connection and a designated, secure home office or alternative worksite environment.

Accurate treaty administration and regulatory compliance depend on the Accounting Advocate, who verifies contract terms, finalizes contracts, schedules revenue, and manages premium document transmission within established timeframes for a reinsurance client portfolio. Based within the accounting and contract administration function and serving as a liaison between ceding companies, reinsurers, and the London bureau, the Accounting Advocate ensures timely settlement, foreign exchange accuracy, and SOX compliance by monitoring open balances, reconciling accounting journals, and preparing sliding scale and profit commission adjustments.

Day-to-Day Responsibilities

• Verify contract terms and accounting structure in the relevant system as entered by the sales team to ensure all necessary information is included and complies with applicable treaty terms and conditions.
• Finalize contracts, schedule revenue, and transmit applicable premium documents within established timeframes.
• Request deposit premiums and term adjustments from ceding companies in accordance with contract terms and monitor ceding company cash for settlement within contract terms.
• Request and monitor receipt of premiums and proportional reports to ensure revenue is recognized within established timeframes, and resolve any reporting discrepancies with the client.
• Prepare and review sliding scale commissions, profit commissions, and retrospective premium adjustments in accordance with contract terms and transmit for client approval.
• Collect reinsurer and London bureau open balances to ensure timely payment to the ceding company and assist the cash team in disbursing ceding company funds.
• Monitor foreign exchange activity to ensure the correct currency equivalent is settled with the bureau.
• Review accounting journals regularly to ensure settlement of ceding company and reinsurer balances, and research and reconcile accounting information using various systems and resources.
• Gather information to carry out the year-end unauthorized reinsurer funding and Letter of Credit process, evaluating documentation for accuracy and compliance before transmitting to clients.
• Monitor compliance with terms of trade and premium payment warranties and liaise with sales teams as required.
• Research and provide documentation for regular SOx reviews in accordance with SOx procedures.
• Communicate with the sales team about significant developments, including reporting issues, problem markets, transactional audits, major losses, adjustments, and collection issues.
• Assist clients in complying with state insurance regulations and liaise with clients and reinsurers as questions arise.

Education & Experience

• Two-year post-secondary degree required.
• A four-year university degree in Finance, Accounting, or Mathematics is preferred.
• Working knowledge of the Microsoft Office suite.
• Excellent interpersonal and communication skills, both oral and written.
• Ability to think strategically and analytically with strong attention to detail.
• Ability to work independently and efficiently.

The Preferred Client Care Advocate advances a personalized, high-empathy client experience for survivors and estate representatives navigating difficult life events, serving as a single point of contact who resolves inquiries within required timeframes and in compliance with all applicable laws, rules, and regulations. The banking and financial services team relies on this work to manage high-volume inbound and outbound call queues, support less experienced advocates, and maintain trust by delivering clear, accurate information and de-escalation across complex servicing situations.

Scope of Work

• Deliver a positive and personalized client experience, providing the extra patience, kindness, and sensitivity required during difficult life events.
• Serve as a single point of contact for survivors and estate representatives, setting expectations, explaining action items clearly, and providing accurate details when requested.
• Gain a full understanding of the client's perspective and needs through inquisitive conversation while demonstrating empathy and building rapport and trust.
• Resolve all inquiries within required timeframes and in compliance with all applicable laws, rules, and regulations.
• Independently manage a high-volume work queue, including handling inbound and outbound calls and partnering with other lines of business to resolve inquiries.
• Provide support and guidance to less experienced client care advocates.

Required Qualifications

• One or more years of experience working with clients and handling difficult situations in a service setting such as banking, food service, retail, hospitality, sales, or a call center.
• One to two years of experience in the banking or financial industry.
• Interpersonal verbal communication skills that build rapport and trust, deliver information clearly, and articulate why a solution is the best course of action.
• Interpersonal written communication skills to accurately document activity across multiple systems in proper business writing.
• Communication strategies for clarifying information and de-escalating situations.
• Ability to identify differences in accounting entries and determine appropriate disposition or entries for resolution.
• Ability to leverage multiple software applications to execute complex processes within servicing timelines.
• Ability to break down complex problems into sequential priorities and select solutions to resolve the entire problem.
• Experience with Microsoft Office Suite, including Word, Excel, and OneNote, as well as internet research.
• Commitment to diversity and to seeking opportunities to improve depth and breadth of knowledge and personal performance.

Patient Financial Advocate manages client balance calculations, payment plan processing, and billing communications for a substance abuse treatment setting, using internal systems to identify potential payors and correctly allocate payments across facilities and business entities. Success in the position means developing rapport with clients and families to create solution-based financial plans, maintaining confidentiality at all times, and resolving problems in a goal-oriented environment with advanced verbal and written communication skills.

Work Activities

• Use internal systems to calculate client balances and identify potential payors.
• Explain treatment services and billing practices clearly and engage with clients in a professional and caring manner.
• Develop rapport with clients and families to enable solution-based plans for financial responsibilities.
• Process, document, and correctly allocate payments and payment plans to client accounts and relevant facilities or business entities.
• Maintain a high level of confidentiality at all times.

Qualifications & Experience

• Minimum of one year of experience in a patient financial advocate role, preferably in a substance abuse treatment setting.
• Advanced verbal and written communication skills.
• Strong computer skills, including proficiency in the Google Office suite.
• Ability to identify and resolve problems in a goal-oriented, fast-paced environment.
• Bilingual in English and Spanish desired; proficiency in other languages is a strong plus.

The Associate Claims Advocate delivers resolution of straightforward claims issues by applying established procedures, ensuring accuracy of claims forms, and educating clients on how to report claims within a commercial insurance claims operation. Working closely with senior colleagues and reporting through the Claims Department, the Associate Claims Advocate builds client confidence and supports sound claims outcomes by investigating coverage questions, monitoring claims activities, and participating in client presentations.

Performance Expectations

• Handle resolution of straightforward claims issues by applying established procedures and guidance, and refer complex issues to others as appropriate.
• Ensure accuracy and completeness of claims forms.
• Investigate coverage questions that are straightforward or solvable by research, and refer complex cases to others.
• Monitor claims activities and results.
• Educate clients on how to report claims and participate in client presentations related to claims.

Qualifications & Experience

• Bachelor's degree or High School Diploma/GED.
• Less than three years of insurance claims-related experience.
• Must maintain current required licences and certifications relevant to the field.
• Proficient use of applicable technology.
• Ability to analyse and prioritize multiple responsibilities.
• Effective customer service skills and the ability to communicate verbally and in writing at all levels of the organisation.
• Ability to work in a team environment as well as independently.

Embedded within the seller support organization, the Customer Success Advocate develops seller growth by working with sellers via phone and email to explain how products can help them start and grow their business, while identifying and documenting product bugs and feature requests. Working closely with engineering, cross-functional regional teams, and internal departments, the Customer Success Advocate builds a stronger product and process environment by analyzing customer issue trends, drafting improvements to help content, and delivering a customized support experience to individual sellers.

Core Responsibilities

• Work with sellers by phone and email to discuss their needs and explain how products can help them start and grow their business.
• Increase seller growth and use of products across the seller base.
• Identify, document, and follow up with engineers on product bugs and feature requests, taking ownership of customer issues.
• Analyse trends in customer issues and suggest improvements to processes and products.
• Identify and draft improvements to online help content and internal documentation.
• Work cross-functionally with other teams and departments across regions to improve products and procedures.

Experience & Qualifications

• Fluency in both English and French, spoken and written.
• Strong organisational and analytical skills with demonstrated customer service experience.
• Genuine curiosity about people, technology, and business.
• Ability to customise the support experience to the needs of individual customers.
• Excellent time-management skills and resilience when facing rapid change.
• Coachable mindset, with a commitment to implementing feedback and personal improvement.
• Ability to work weekends and public holidays as part of a rotating schedule.