• Use exceptional customer service and interpersonal skills to answer calls regarding retirement, life, and annuity investment products. • Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members for complex issues and situations. • Locate/research information using multiple systems/technologies. • Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues. • Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner. • Learn and maintain a proficient understanding of products, procedures, and systems. • Achieve department metrics and expectations. • Participate in a team based environment to achieve department goals.

• Responsible for being a liaison between employees and AVP Customer Care • Receives direction from AVP Customer Care to ensure metrics are being met • Provides guidance around daily direction and communication to employees so that responsibilities are completed in a timely, efficient and knowledgeable manner. • Receives direction from AVP Customer Care to provide performance feedback, process confirmation, and coaching on a regular basis to each team member. • Ensures employees have appropriate training and other resources to perform their jobs. • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. • Works with AVP Customer Care to address disciplinary and/or performance problems according to company policy. • Assists the VP and AVP Customer Care with daily operations to include the development, analyses and implementation of staffing, training, corrective action, scheduling and reward/recognition programs. • Works as a member/leader of special or ongoing projects that are important to area/process improvement. • Shares continual responsibility for deciding how to manage the employees, ensuring calls and other duties are handled efficiently and effectively. • Works with AVP Customer Care to establish work procedures and processes that support the company and departmental standards, procedures and strategic directives. • Uses appropriate judgment in upward communication regarding department or employee concerns. • Assists with incoming Customer Care phone calls or other Customer Care duties as needed. • Able to handle customer care escalation calls and requests to speak with a supervisor. • Performs other duties as assigned.

• Identify, research, and resolve technical and end-user application failures and deficiencies • Ensure proper follow-through on all directives, bulletins and schedules from management • Work to proactively identify areas where product improvements can be made to provide enhanced ease-of-use and functionality • Educate and coach customers on best practices for using OPENLANE products and services • Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments • Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability • Assure customer acceptance of and quality of resolution • Identify and escalate issues that require advanced product knowledge or technical expertise • Serve as a Subject Matter Expert for the design and development of training materials • Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts • Continuously engage in self-directed learning opportunities to increase functional product knowledge • Document known errors, workarounds, procedures, and product-specific information

• Guide customers and North American TD Solutions Consultants to TD resources • Respond to customer inquiries and issues via phone, chat, email, and other platforms • Adopt a customer-first, white glove mindset to provide exceptional service • Use web-based and digital information systems to identify, research, and resolve inquiries • Identify and implement improvements of internal and customer facing processes