This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Lock Desk Associate will assist with rate lock management, pipeline monitoring, lock extensions and changes, and maintaining accurate pricing data within the company’s pricing engine. This position provides strong exposure to mortgage capital markets and secondary marketing operations and offers growth opportunities into pricing, analytics, and capital markets roles. Essential Duties and Responsibilities - Rate Lock & Pricing Support - Process and confirm rate lock requests submitted by loan officers and production staff. - Review lock requests for accuracy, eligibility, and compliance with company pricing and lock policies. - Manage lock changes including extensions, relocks, renegotiations, and cancellations. - Maintain accurate lock information within the loan origination system and pricing engine (Optimal Blue). - Pipeline Monitoring - Monitor the locked pipeline for upcoming lock expirations and potential fallout risks. - Communicate proactively with loan officers and operations teams regarding lock status and expirations. - Assist Secondary Marketing in maintaining accurate pipeline data for loan sale execution. - Pricing Engine & System Support - Support daily pricing engine administration and updates within Optimal Blue. - Assist with troubleshooting pricing discrepancies or lock issues raised by production teams. - Help ensure pricing alignment with investor guidelines and internal pricing strategy. - Secondary & Capital Markets Support - Assist with pipeline tracking and reporting used for loan sale execution (best efforts, mandatory, and other delivery channels). - Support reconciliation of pipeline data between the LOS, pricing engine, and secondary systems. - Provide operational support to the Secondary Marketing team as needed. - Communication & Service - Serve as a resource to production and operations teams regarding lock desk policies and procedures. - Provide timely responses to lock desk inquiries from loan officers, processors, and internal staff. - Maintain strong working relationships across production, operations, and capital markets. Qualifications - 1–3 years of mortgage industry experience (lock desk, processing, capital markets, or secondary marketing preferred). - Experience working with Optimal Blue or other pricing engines preferred. - Familiarity with rate lock policies and pipeline management preferred. - Understanding of mortgage pricing and secondary market concepts preferred. - Experience supporting a lock desk or secondary marketing team preferred. - Requires education generally equivalent to a high school diploma. - Experience using Microsoft Office products (i.e. Word, Excel, Outlook, PowerPoint, SharePoint). - This position is onsite for those residing within a commutable distance to the corporate location in Brookfield, WI. This position has the option to be remote for those candidates who do not reside within a commutable distance to Brookfield, WI. - Pay range is $26.00 - $32.00 per hour.

• Analyze complex datasets to identify trends, outliers, and opportunities for operational improvement across Medicare, Medicaid, and Exchange programs • Develop and maintain recurring and ad-hoc reports, dashboards, and analytical tools to support data-driven decision-making • Create and maintain a repository of standardized code templates to streamline report generation and automate routine tasks • Ensure analytical outputs align with regulatory requirements and business objectives by interpreting CMS and state guidance in partnership with internal subject matter experts. • Support the development of scalable processes that enhance efficiency, accuracy, and responsiveness across government program operations • Design and implement automated solutions to reduce manual effort and improve process scalability and accuracy • Implements and uses analytical software to support the department in achieving goals as defined by executive leadership • Facilitate requirements gathering sessions to understand business needs and translate them into actionable analytical deliverables • Analyzes business workflow and system needs for conversions and migrations to ensure that encounter, recovery, and cost savings regulations are met • Presents and communicates complex analytical findings in a clear and concise manner • Participates in user acceptance, and quality assurance testing of new application features and team deliverables • Supports root-cause-analysis and reporting of encounter data issues/errors by partnering with key stakeholders – Will also provide operationally support • Prepares high-level user documentation and training materials as needed • Work with internal and external clients to research, develop, and document new standards to enhance reporting capabilities • Collaborate with cross-functional teams—including compliance, product, sales, marketing, underwriting, implementation, client services, and clinical operations—to refine and enhance operational capabilities

• support the development of product and customer base in the US • handle complex customer queries • improve processes and identify customer contact trends • work closely with marketing and product teams • deliver outstanding customer service across live chat and email • involvement in escalations, regulatory adherence, and cross-team collaboration • ensure seamless customer experience

• Develop, maintain, and continuously improve a robust 3+ year regional demand forecast for OFS, Parts, and Repairs. • Integrate inputs from OTR, ITO, fleet issue leadership, frontline teams, and historical data to create a reliable and actionable demand signal for fulfillment organizations. • Act as the regional voice in strategic planning, ensuring commercial pipeline insights and market dynamics are reflected in operational plans. • Own and evolve the regional S&OP framework including calendars, standard work, and governance routines, ensuring consistency, transparency, and adherence across sub‑regions. • Lead and coordinate the DMR cycle and support the S&OP one (Demand Review, Supply Review, IRR, MBR). • Partner with ITR Operations to sequence outages and demand in line with capacity constraints, utilization, and financial impact. • Influence senior leaders to enable fact‑based decisions on outage prioritization and resource allocation. • Define, track, and report key S&OP KPIs (e.g., forecast accuracy, scenario readiness, capacity utilization). • Build dashboards, analytics, and visual management tools to proactively identify risks, opportunities, and performance trends to help defining the regional business strategy. • Drive continuous improvement initiatives that enable the OTR team to deliver more effectively while improving predictability, execution discipline, and customer experience. • Translate frontline feedback and performance gaps into structured CI projects delivering measurable SQDC improvements. • Ensure CI initiatives are fully embedded, sustained, and audited, with clear ownership and benefits realization. • Foster a culture of accountability, standard work, and continuous learning across OTR and partner organizations.