• Resolving and responding to escalated or complex customer complaints from various channels, including internal departments or executives, attorneys, regulators, political officials, and the Consumer Financial Protection Bureau. • Assisting in remediation efforts to prevent repeat complaints and reduce overall complaint volume. • Researching, resolving, and responding to complaints received by phone, mail, email, fax, social media and third-party agencies. • Tracking and researching customer complaints. • Providing clear, complete, timely and professional written responses to customer complaints. • Engaging internal and external resources as needed to support complaint resolution. • Maintaining accurate and complete records for documentation. • Partnering with inside and outside litigation counsel and providing required documentation as needed.

• Assist with Pricing and Deal workflows • Prepare Pricing and Deal Structure, use and master internal pricing tools • Order Form: Creation, amendments, and execution (signatures): Engage with client stakeholders to ensure Proposal Bill Of Materials (OFs) are correct • Quote creation: CPQ workflows, including converting CPQ into a customer-facing quote/doc • Oversee and maintain CRM records • Account Data/Ownership queries: Account consolidation, SID movements • Updating account, opportunity, contact, and lead level data • Be an Internal liaison for creating and submitting requests and following up through resolution on them • Provide Customer support by hopping on customer calls along with an AE • Supporting Team Success by creating and maintaining team-level tracker for all cross-functional challenges and asks

• Drive the VoC Program: Lead the initiative to capture, analyze, and report on customer feedback and contact drivers across all channels. • Perform deep-dive analysis on contact volume to determine the "why" behind inquiries; identify systemic issues, bugs, or user experience gaps. • Create and present actionable dashboards and reports to leadership that quantify pain points and track the impact of improvements on contact reduction. • Lead projects focused on "ticket deflection" by identifying opportunities to improve proactive problem solving, product experience and in-product guidance. • Review and optimize internal workflows and user-facing processes to make support resolution faster and more effective. • Identify recurring patterns suitable for AI and automation; work with technical teams to implement tools that solve problems without human intervention. • Act as the primary liaison between Customer Support and the Product, Engineering, and Marketing teams to ensure customer feedback directly influences product roadmaps. • Establish a consistent feedback loop to ensure other departments understand how their decisions impact support volume and customer sentiment. • Serve as a subject matter expert to support managers and agents during critical incidents or complex escalations.

• Deliver an exceptional customer experience through email, chat, and the occasional call, turning every interaction into a “WOW” moment. • Take full ownership of customer issues - digging in, resolving challenges, and knowing when to escalate to the right touchpoint. • Experiment and explore in test environments to recreate customer scenarios, uncover product nuances, and solve problems where no playbook exists. • Anticipate customer needs and provide tailored solutions that help them get back to the field quickly and confidently. • Consistently hit performance goals around productivity, customer satisfaction, and reliability.