• Responsible for providing support for Coinbase customers that submitted complaints through different channels by investigating, troubleshooting and responding to complaints. Lead the charge in swiftly gathering and documenting customer issues and resolutions with unparalleled efficiency. • Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations and resolve complex escalations with minimal guidance, demonstrating your adeptness in leveraging available tools effectively. • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. • Set a high bar for support analysts within the organization by setting an example through performance and work ethic. • Take the reins in providing comprehensive support for consumer complaints across all pillars, spearheading thorough investigations across all channels and take ownership of processes or act as a Subject Matter Expert to analyze and understand existing workflows. • Identify gaps in processes and propose actionable improvements to enhance efficiency. • Proactively lead efforts to streamline operations and boost productivity. • Play a key role in shaping and optimizing internal processes for sustainable growth and success. • Represents the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams and Complaints leadership. • Your expertise will be invaluable as you assist our legal team in researching complex issues concerning customers, expertly analyzing evidence. • Showcase your prowess in document organization and management, showcasing your expert-level data handling skills. • Harness the power of data to compile compelling visualizations, shedding light on complaint trends and demographic insights. • Drive transformative changes across our workflows and policies by relaying invaluable feedback to our internal teams. • Command attention and instill confidence as you convey information to audiences at all levels internally and externally. • Thrive in a dynamic and fast-paced environment that is constantly evolving, demonstrating flexibility, continuous learning, and a willingness to change direction as per organizational needs.

• Monitor systems, respond to alerts, learn new tools, and support leaders in staying ahead of issues • Watch for alerts across Network, Windows, VMware, and Nutanix systems • Jump into incident response using a “Zero Wait” mindset to take action fast • Follow clear procedures while learning to spot ways to improve them • Join shift handoff meetings in a 24/7 environment • Share ideas for improving work through Service Improvement Backlog • Support Level 1 troubleshooting on core infrastructure systems • Help resolve basic incidents with guidance from experienced team members • Join post-incident reviews and learn causes and fixes • Work with engineering teams during changes and updates • Learn to use monitoring tools like Splunk, Datadog, Wireshark, vCenter, Prism, and more • Notice patterns and flag opportunities for automation or smarter workflows • Document fixes so the team can learn • Join service reviews and demo sessions to see team collaboration • Support goals around reliability and service performance

• Communicate and coordinate with internal and external stakeholders. • Generate accurate and timely disclosures and closing documents, ensuring all regulatory requirements are met. • Pre-balance the Closing Disclosure (CD) by coordinating with settlement agents and internal teams. • Coordinate with the Loan team—including Loan Specialists, Closers, and Title Companies—to drive progress toward key milestones. • Review loan files prior to closing to identify potential roadblocks and escalate them to the appropriate teams to ensure timely loan closure. • Assist with post-closing activities, including disbursement issues and supplemental wire requests, etc.

• Primary contact point regarding concerns related to the requirement for a new or updated Credit Report. • Ordering and processing of Credit Supplements from third party vendors. • Ordering and processing payoff documents from different lenders in a timely and efficient manner. • Conduct thorough verification of borrower’s income and employment by contacting employers directly or obtaining documents from the third-party vendors. • Perform detailed due diligence to ensure that verification is obtained from the correct party and the information provided is accurate. • Obtain personal, business and student transcripts which assist in verifying income and employment summary. • End to end processing of Subordination of a line by reaching out to different lenders, preparing the checklist as per their requirements, coordinating with payments and getting the lien subordinated. • Collaborate with Coordinators, Underwriters, Loan Consultants, Collateral and Closing teams to ensure smooth processing of mortgage applications. • Support Underwriter by processing Credit, Income and Assets activities, which are crucial to be cleared before Final approval. • Calling the vendors, employers and third parties to obtain documentation for loan qualification.