SHAZAM Network - ITS, Inc.

• Respond to client inquiries related to online banking, mobile banking, account access, file structure and digital transactions. • Troubleshoot technical issues, including login, navigation errors, and system functionality concerns. • Assist customers in understanding and using product features, tools, and security protocols. • Escalate complex or unresolved issues to appropriate internal teams and follow up as needed. • Document all customer interactions, reported issues, and resolutions in accordance with internal procedures. • Monitor and identify recurring technical or operational issues and communicate trends to management. • Maintain current knowledge of digital and document retention systems, updates, and security requirements. • Track, troubleshoot and communicate complex client issues internally and with a client audience. • Attend, schedule and plan virtual meetings and training sessions.

• Develop and maintain strong relationships with existing and prospective clients to understand their EFT needs and business objectives • Present and demonstrate EFT solutions tailored to client requirements, ensuring alignment with regulatory and compliance standards • Develop and present complex pricing proposals and competitive analyses for financial institutions and negotiate contract renewals • Collaborate with cross-functional teams to coordinate the implementation and ongoing support of EFT services for clients • Represent SHAZAM at trade shows and associations to generate leads and strengthen partnerships • Monitor client accounts to identify opportunities for upselling or cross-selling additional EFT products and services • Provide timely and effective resolution of client inquiries and issues related to EFT solutions, maintaining high levels of client satisfaction • Stay informed about industry trends, regulatory changes, and competitive offerings to advise clients proactively • Prepare and deliver regular reports on client activity, sales performance, and market feedback to senior management

• Responsible for the validation of data, workflow, procedures, and processes within the loan area(s) which may include our other applications • Works independently with clients during the onboarding process to resolve any issues and engage other team members as needed • Works with banking product providers including but not limited to bill pay, imaging, and core processing • Travels to customer site for implementation if requested

• Responsible for analyzing, reformatting, and validating deconversion data from vendors. • This includes analysis and translation of data types such as packed ASCII, packed unsigned EBCDIC, and binary data types. • Work with core implementation specialists, receiving and processing their instructions on conversion mapping to produce timely converted data sets for review by the team and customers. • Coordinate and manage the technical aspects of the overall implementation process including building the new customer database structure, designing the implementation environment for new clients, managing the flow of conversion input from specialists, and ensuring the completeness of the conversion structure at implementation. • Must be detail oriented while exercising a high degree of caution in a high expectations environment, ensuring that all client data is secure and well protected during the rigors of the implementation period.