• Effectively manage an individual lead database and pipeline according to company contact standards. • Conduct high-volume outbound calls and handle inbound inquiries via phone, email, and live chat to engage prospective homeowners and provide prompt, professional support. • Support the sales team by managing document collection through phone, text, email, and CX portal requests, ensuring a seamless and efficient process. • Deliver compelling introductions to Unlock’s HEA product, clearly explaining its benefits compared to traditional home equity loans. • Qualify leads by assessing homeowner needs, financial situations, and readiness to engage further in the sales process. • Schedule appointments for senior sales consultants, ensuring a smooth transition of qualified leads. • Maintain detailed and accurate records of all homeowner interactions within the CRM system. • Collaborate with sales consultants and marketing teams to refine sales strategies and improve homeowner acquisition efforts. • Meet or exceed monthly performance targets related to call volume, lead conversion, and appointment setting. • Continuously improve knowledge of Unlock’s products, market trends, and competitors to effectively position HEA solutions.

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs. • Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively. • Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer. • Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams. • Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency. • Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback. • Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers. • Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

• Lead, coach, and develop the customer experience team to achieve individual and team performance goals. • Train and onboard new team members and support ongoing professional development. • Monitor individual and team KPIs, including call/chat volume, response time, quality, and resolution rate. • Assist with training initiatives based on performance trends and data insights. • Handle escalated customer issues, ensuring timely and effective resolution. • Identify root causes of customer dissatisfaction to improve the overall customer experience. • Lead customer experience improvement projects and change initiatives. • Represent Operations in partnership meetings to address customer concerns and provide operational insights. • Collaborate with Product, Sales, and Engineering teams to communicate customer feedback and influence product/service enhancements. • Develop and execute strategies to meet company business goals and enhance service delivery. • Analyze customer trends, compile reports, and provide actionable insights to Operations and leadership. • Maintain knowledge base and self-service resources to support customers and internal teams. • Ensure consistent, professional communication across all customer support channels (phone, email, chat). • Prepare reports on customer trends, team performance, and improvement opportunities.

• Prepare, analyze, and provide daily, weekly, and monthly productivity metrics • Assist in establishing and implementing departmental initiatives • Measure and monitor staffing levels, assign duties and responsibilities as appropriate • Complete performance evaluations, track time and attendance • Troubleshoot and resolve issues with client concerns with a sense of urgency • Train and educate staff on new process changes