• Provide daily loan support for all company employees via a ticketing system, inbound phone calls, email and in person for all company systems and software. • Provide guidance and troubleshooting assistance to Loan Officers, Loan Processors, Underwriters and others on the usage of loan origination systems and services. • Assist Loan Officers and Loan Processors in finding answers regarding loan eligibility and lending guidelines. • Responsible for loan level administrative tasks within the loan origination system. • Track tasks, activities and time spent within the ticketing system. • Provide customer service in person, on the phone and via ticketing system. • Collaborate among team members.

• Initiate claims according to claims best practices, as assigned and provide exceptional customer service. • Promote digital self service capabilities. • Utilize multiple computer applications to accurately document claim information. • Have a dedicated workspace free from distractions during work and training hours. Required to commit to the training and work schedule. • Take ownership to ensure that we go above and beyond to service each caller's needs, utilizing every touch point as an opportunity to build value and The Hartford brand.

• Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners and their staff • Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation, report generation, and user training questions • Perform data analysis and reconciliation work using spreadsheets • Collaborate with Engineering to communicate customer issues and submit detailed bug reports • Leverage AI-assisted tools to improve response quality • Partner with Client Success team by escalating at-risk accounts • Contribute to knowledge base by documenting solutions • Maintain metrics including <24hr resolution time for 90%+ of tickets

• Ensure final resolution of each customer inquiry in a timely and courteous manner while documenting detailed information relevant to the contact. • Resolution may require system research and/or contacting experts in other areas of the company. • Strives for the company goal of “first time resolution” whenever possible. • Communicates in a clear and concise manner (whether orally or in writing) using business English, correct grammar, and precise vocabulary. • Interacts directly with customers, which may include members, groups, and providers to resolve issues related to the products and services and health insurance plans.