CarringtonCrisp

• Reviews and processes vendor invoices, including coding to the correct cost center and ensuring proper authorization; researches and resolves discrepancies. • Reviews and audits employee expense reports, ensuring proper authorization and coding to the correct cost center, supporting receipts, and compliance with company policies. • Assists with vendor approval process. • Research unusual items to prevent improper payments and communicates with various vendors to research and resolve invoice discrepancies. Gathers required information for invoice reconciliation. • Maintains professional level of integrity when handling confidential and/or sensitive information. • Maintains consistent attendance to ensure fulfillment of essential duties and responsibilities. • Track, follow-up, and collect accounts receivables such as commissions and utility bills. • Ensure invoice approval deadlines are met. • Monitor inboxes related to accounts payable such as deposits, unable to post and commission queue.

• Supporting the Project Manager, the Senior BSA will be responsible for engaging with the business to gather and document requirements. • Understand standard business processes, perform analysis, provide solution options, work with engineers to design implementation and support testing through project completion. • Will be deeply involved throughout the solution development lifecycle as the requirements subject matter expert and is expected to take personal responsibility and ownership for the requirements artifacts produced. • Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

• Serve as subject matter expert and provide system consulting on Human Resources HRIS system (Oracle Human Capital Management) to maximize the system’s benefits and features and to use Oracle more efficiently. • Responsible for configuration, customization, and support of the Oracle Human Capital Management system. • Design, develop, and build solutions that provide resolution using HCM and identify opportunities for leveraging company data to drive business solutions. • Support enhancements and customization of Oracle HCM and integration of third-party inbound and outbound files/applications. • Evaluate business processes and procedures and gather requirements to create functional and technical solutions. • Recommend technical design solutions and document the technical design requirements, including any security design considerations or solutions. • Apply data governance principles in ensuring data quality, integrity and timeliness are maintained. • Perform data validation and analysis of system work products to ensure accuracy, research to identify and resolve root cause of any systems related issues.

• Responsible for supporting the ongoing monitoring efforts of the organization’s Artificial Intelligence (AI) governance and compliance program. • Works closely with Information Security, Legal, Risk Management, and business stakeholders to help ensure AI solutions are developed, deployed, and operated in alignment with IT Department policies and procedures. • Support compliance activities for AI use-cases across the model lifecycle (intake, risk assessment, development, validation, deployment, monitoring, change management, and retirement). • Provide recommendations for AI governance documentation, including policies, standards, procedures, model inventories, use-case registers, and control mappings. • Design reporting and/or monitoring aligned with industry best practices to ensure compliance with applicable state and federal laws/regulations and client contractual obligations. • Coordinate and track AI-related risk assessments and follow up on remediation actions. • Support evidence collection and assist with preparation of responses for internal audits, external audits, due diligence, and regulatory examinations related to AI governance and controls. • Evaluate documentation and artifacts for completeness and accuracy. • Establish and maintain a repository of AI compliance evidence. • Partner with stakeholders to ensure AI solutions follow required approvals, testing, monitoring, and incident reporting processes. • Support third-party AI/tool due diligence by coordinating documentation requests and reviewing control evidence in collaboration with information security. • Monitor internal policy/procedure changes and emerging AI governance expectations to identify potential gaps, provide recommendations, and assist with coordinating implementation. • Maintain detailed communications on assigned requests and initiatives, providing progress updates and completion status to management and key stakeholders. • Assist with the development and delivery of AI governance awareness and training materials.

• Responsible for all activities related to the deployment, implementation, and administration of databases. • Perform duties in accordance with Company guidelines and applicable federal, state and local regulations. • Implement and administer MS SQL Server databases in support of in-house developed and vendor applications. • Implement and execute maintenance plans to maximize availability, performance, and reliability of databases. • Implement measures of availability, performance, and reliability of databases. • Troubleshoot and resolve database connectivity and performance problems. • Document business applications architecture and process flow using MS Visio or other modeling tool.

• Schedule and coordinate meetings and conference calls. • Monitor inboxes and calendars. • Prepare agendas, documentation, client briefs, expense reports and presentation materials. • Participate in management meetings; create agendas, take notes and follow-up on action items. • Responsible for tracking various projects. • Draft and distribute correspondence to staff and clients on behalf of the President. • Responsible for event planning for team meetings, events and strategy sessions. • Review and approve travel and expenses. • Process invoices and reconcile credit card statements. • Arrange all travel and coordinate with other operational departments as needed. • Operate multi-line telephone system to answer incoming calls; take messages; direct callers to appropriate executive or department. • Responsible for filing, copying, printing and faxing. • Perform other duties as assigned.

• Develop, maintain, and execute quarterly and annual workforce capacity plans to support operational demand, portfolio growth, and strategic initiatives. • Partner with Finance and Human Resources to design cost-effective hiring plans, labor models, and staffing strategies aligned with budget and productivity targets. • Lead the design and execution of workforce management strategies across multi-channel environments, including phone, chat, and email. • Administer, configure, and continuously optimize workforce management systems, tools, and reporting platforms. • Provide real-time and intraday workforce management oversight to proactively identify and mitigate service-level risks. • Maintain working knowledge of dialer support analyst and team lead daily functions to provide backup support, troubleshoot issues, and drive process improvements and automation. • Utilize T-SQL and advanced analytical techniques to identify trends, risks, and optimization opportunities. • Produce and deliver executive-level dashboards and reporting on forecast accuracy, schedule adherence, productivity, and performance trends. • Develop, document, and maintain standard operating procedures (SOPs for forecasting, scheduling, real-time management, and reporting. • Model and evaluate surge capacity scenarios related to volume volatility, portfolio changes, market conditions, or disaster recovery events. • Lead continuous improvement initiatives focused on operational efficiency, workforce utilization, and customer experience. • Carry out management responsibilities in accordance with organizational policies and applicable laws, including employee development, workload planning, performance management, coaching, corrective action, and employee relations. • Advanced knowledge of workforce management principles and forecasting methodologies. • Strong analytical and data-driven decision-making skills. • Experience with workforce management and contact center platforms. • Experience creating ad-hoc reporting to verify and validate business related issues and outcomes. • Ability to interpret complex reporting and workforce related data to troubleshoot and solve business issues. • Proven ability to influence stakeholders and manage organizational change. • Ability to interpret and present staffing and performance trends to leadership.

• Prepare and file all HUD claims timely and accurately according to investor/insurer/CMS guidelines and requirements. • Follow up semi-daily on all outstanding claim proceeds. • Perform a loan level reconciliation for all final claim proceeds between the amount claimed, the amount paid, and the outstanding loan indebtedness including all escrow and corporate advances. Correct error files when identified by cancelling claim and/or processing a refund request to HUD. • Provide posting instructions for all claim proceeds within 24 hours of the receipt of the claim proceeds. • Review, follow-up and ensure the timely and accurate completion of all regular scheduled steps. • Input the completion date on the date the action occurs. • Obtain approval, and modify the scheduled date to a date in the future when a step in the process cannot be completed. • Perform routine follow-up on a daily basis. • Keep Supervisor informed of all trends and problems including, but not limited, claim denials/curtailments, processing delays, etc. • Document all servicing, action taken, delays, follow-up, and phone conversations in the system notes. • Ensure all claim documents are imaged timely. • Maintain and controls the HUD audit file. • Perform other duties as assigned.

• Responsible for achieving sales goals on a monthly, quarterly, and annual basis. • Carries out supervisory/management responsibilities in accordance with the organization’s policies and applicable laws, including hiring and training employees; planning, assigning and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems. • Manage and coach direct reports to achieve region objectives and sales goals, including establishing appropriate timelines, monitoring progress, and course correction as necessary. • Mentor, coach, and assist Account Executives in building & maintaining exceptional relationships with brokers and setting up new broker relationships. • Provide oversight to Account Executives in communicating changes in Carrington loan programs, rates and/or policies to brokers. • Supervise loan submission, maintain high levels of service, and manage for high quality and timely results within an assigned sales region. • Responsible for timely completion of regional sales forecasts. • Prepare daily, weekly, and monthly production projections and report projections/findings to management. • Ensure that Account Executives are updating CRM system with sales activities, marketing efforts, and broker/contact records they are soliciting. • Review and validate completeness of new broker applications submitted. • Resolves any sales or operational issues that may arise in the most efficient manner and in line with company guidelines. • Partner with operations staff to ensure expedient process of file flow. • Responsible for communicating, implementing and maintaining marketing strategies and policy and procedure changes within assigned region. • Ensure that all sales activities and operations are performed in compliance with local, state and federal lending regulations and laws. • Participate in the development and facilitation of training and presentations for sales meetings, training sessions, etc. • Assist senior sales leadership in the budgeting process and development of regional goals. • Will attend and represent Carrington at trade shows or industry meetings from time to time.

• Responsible for drafting and reviewing all customer facing communication pieces (i.e., letters, emails, web based, etc.) to ensure compliance with all applicable regulations, laws, and company policies. • Identify areas for improvement in the communication process and compliance, propose cost-effective solutions for both traditional and digital communications. • Conduct regular audits of letter logic and regulatory requirements to ensure accuracy and compliance. • Conduct Quality Assurance efforts on XML, or similar. • Analyze and streamline communication strategies to minimize unnecessary communications while keeping all stakeholders informed. • Engage with internal and external legal counsel to address and resolve identified issues, ask probing questions to explore alternative solutions and a proper understanding of regulatory and systems alignment. • Collaborate with technology partners to optimize letter integrations and compliance solutions. • Write clear, concise, and customer-facing content that meets regulatory requirements and enhances customer awareness and engagement. • Serve as a project manager when necessary, leading initiatives to control and enhance communication processes. • Monitor and report on the effectiveness of communication strategies, adjusting as needed. • Build rapport and maintain trust with business and compliance partners throughout the organization to enable collaboration and efficient change management processes. • Continually monitor industry trends and changes in regulations affecting mortgage servicing communications, adapting communications to align with best practices. • Perform other duties as assigned.