• Assess each borrower’s financial statements and credit data to determine their creditworthiness. • Prepare paperwork for clients actively applying for a mortgage loan and help them pull together all the necessary documents and credit information to submit a complete and viable loan application to lenders. • Review mortgage disclosures to make sure all federal and state lending regulations are followed. • Work with real estate agents to make sure they understand what is required for clients to successfully apply for a mortgage loan. • Maintain current and accurate records for each client throughout the lending process and ensure sensitive information is handled with the utmost care. • Present progress reports and updated financial data to the mortgage team to ensure a successful close.

• Provide level 2 support by phone or online (guiding and answering questions regarding all system processes, configurations, and records) • Develop reports in RM Reports and Reporting Services • Develop grade calculation formulas in TOTVS Educacional • Customize screens using the Metadados tool • Implement the School Census (Censo Escolar) • Create user manuals • Test customizations • Validate and approve new functionalities • Update TOTVS RM versions

• Atuar na configuração, implantação e otimização de BOTs e automações de atendimento; • Parametrizar fluxos automáticos e regras inteligentes que otimizem o trabalho humano; • Utilizar ferramentas como Ultimate e demais soluções de IA conversacional; • Apoiar a integração do BOT com plataformas como Zendesk; • Monitorar métricas de desempenho das automações e identificar oportunidades de melhoria; • Colaborar com equipes de CX e Tecnologia para propor soluções inovadoras.

• Implement new operational support technologies (e.g., Zendesk Copilot), developing practical solutions to streamline the daily work of support teams; • Improve training processes, ensuring tools and learning methods are aligned with team needs; • Plan and deliver technical training, teaching the use of new platforms, automations, and digital workflows; • Support onboarding and continuous education for support teams, integrating training practices into the technology projects you contribute to; • Manage rules and flows within Zendesk, maintain the internal knowledge base up to date, and document procedures; • Collaborate with CX Intelligence teams and other CAP areas, ensuring information consistency and currency; • Act as a communication channel between the projects you support and the support operation, as well as other involved teams; • Update internal documentation (KCS), maintaining traceability and applicability of acquired learnings.