• Respond to and resolve customer complaints received via phone, email, social media, digital platforms, senior and executive leadership, and other highly regulated channels • Conduct thorough investigations by gathering information from internal systems, management, frontline teams, and customers • Utilize de-escalation techniques to manage sensitive or high-risk interactions • Foster positive relationships, strengthen trust, and loyalty • Research, investigate, and respond to customer escalations received through regulatory agencies, management, social media, and other channels • Track, categorize, and analyze complaint data to identify patterns and emerging risks • Coordinate with Digital Banking and enterprise teams to implement corrective actions when needed • Recommend process improvements, policy updates, and customer experience enhancements • Deliver consistent, empathetic, and solution-oriented service across all channels • Remain current on organizational policies, procedures, and all applicable laws and regulations to ensure compliance and recommend operational updates as needed • Accurately document complaints, investigations, and resolutions in a complaint management system • Support internal audits and regulatory examinations by maintaining organized and clear records.

• Deploy Nomus' ERP management software for clients via online meetings or in-person sessions when required; • Understand clients' processes and needs; • Guide clients in configuring the software to ensure project success; • Train users on system usage; • Coach clients on management practices related to the implementation; • Simulate and validate the implemented routines together with client users; • Support clients in the evolution of their business, ensuring the solution's benefits are realized.

• Installation and configuration of database servers. • Initial parameterization according to best practices and environment requirements. • Performance analysis and monitoring of applications integrated with the database. • Monitoring of database behavior (CPU and memory usage, I/O, locks, critical queries, etc.). • Performance optimization (query tuning, indexes, parameters, and schema/structure). • Analysis of the infrastructure supporting the database (servers, storage, network). • Implementation and validation of backup and recovery routines (restore). • Periodic integrity and data recovery testing. • Documentation of the database structure (models, objects, permissions). • Documentation of monitoring procedures, result evaluation, backup, and recovery. • Experience in institutional environments with formal documentation and control requirements.

• Take ownership of day to day administration and compliance of a portfolio of 401(K) clients • Serve as their main point of contact, guiding clients through the complexities of retirement plan operations • Handle full scope plan administration including contributions, loans, distributions, hardships, QDROs, and compliance testing • Support Form 5500 preparation and ensure all deadlines are met • Research and resolve operational and regulatory compliance questions • Explain complex regulations in a way clients can easily understand • Maintain accurate workflow and documentation in PensionPro • Collaborate with internal teams, vendors, and clients to resolve issues smoothly • Stay informed on retirement plan laws, regulations, and industry developments