We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The Operations Support Analyst role is a dual-focused and expanded position that combines front‑line inbound customer support with meaningful participation in operational initiatives, including project support, documentation, and communication activities. This role is designed for an individual who can successfully balance real‑time service delivery with hands‑on operational work that supports system changes, process improvements, and organizational readiness. In this role, the Analyst serves as a first point of contact for a high‑touch client population, managing a consistent flow of inbound calls while delivering accurate, timely, and professional support. The Analyst actively listens to member concerns, provides clear guidance or resolutions, and ensures a seamless, high‑quality experience while maintaining strict adherence to service level agreements, quality standards, and confidentiality requirements. Beyond day‑to‑day call responsibilities, the Analyst participates in departmental and cross‑functional projects, supporting business leaders and project teams through assigned tasks, documentation, and operational support activities. The role also plays an important part in creating, maintaining, and improving operational documentation and communications that enable effective change adoption, system updates, and process clarity. Success in this role requires strong communication skills, attention to detail, and the ability to transition effectively between live customer interactions and structured operational work. Key Responsibilities Call Center Support (50–70%) - Respond to inbound calls and inquiries with professionalism, accuracy, and efficiency. - Troubleshoot customer issues and provide appropriate resolution or escalation. - Document call interactions, outcomes, and follow‑up actions in Incedo. - Meet or exceed established service level expectations (AHT, quality, productivity, etc.). - Maintain up‑to‑date knowledge of products, services, policies, and system updates. Operational Support, Project Participation & Documentation (30–50%) - Participate in departmental and cross‑functional projects by completing assigned tasks and deliverables on time. - Support project managers and business leaders through task execution, data gathering, and progress tracking. - Assist with gathering information, preparing reports, and tracking project milestones. - Research, write, edit, and publish operational and technical documentation, including process documentation, standard operating procedures (SOPs), user guides, job aids, knowledge articles, release notes, and training materials. - Collaborate with product owners, operations leaders, and subject matter experts to gather, validate, and document business and operational requirements. - Translate workflows, system changes, and complex concepts into clear, concise, and audience‑appropriate documentation. - Maintain documentation repositories and version control, ensuring content is easy to find, navigate, and reuse. - Review and update documentation based on feedback and process or system changes to improve clarity, usability, and effectiveness. - Support change initiatives by developing documentation and communications that enable operational readiness, system adoption, and user understanding. - Apply plain‑language principles and accessibility standards to ensure documentation is usable by diverse audiences. - Partner with training and change management teams to align documentation with learning strategies and communication plans. - Contribute to continuous improvement efforts by identifying workflow inefficiencies and documentation opportunities. Required Qualifications - 2+ years of experience in a call center, customer service, or operations support role. - 2+ years working with CRM systems, contact center tools, and productivity software (e.g., Outlook, Teams, Excel). - Strong verbal and written communication skills. - Demonstrated ability to produce clear, accurate, and well‑structured written documentation. - Ability to multitask and balance time‑sensitive customer interactions with operational and documentation work. - Demonstrated organizational, analytical, and attention‑to‑detail skills. - Ability to work independently while effectively collaborating across teams. Preferred Qualifications - Prior experience supporting business operations, projects, or cross‑functional initiatives. - Familiarity with project or task‑tracking tools (e.g., Planner, Trello, Asana, Smartsheet). - Experience creating or maintaining SOPs, job aids, process documentation, or knowledge‑base content. - Familiarity with documentation repositories or content management systems (e.g., SharePoint). - Knowledge of process improvement, operational readiness, or change support practices. Education - Associate's degree or equivalent experience. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $21.10 - $44.99 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down. CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program. Position Overview: The Junior Loan Processor is responsible for providing quality customer service by verifying necessary documentation to underwrite the loan and ordering third party documentation by communicating directly with the customer, loan officer, junior processor, senior processor and/or underwriter. The Junior Loan Processor collaborates with the training department for transition into a Senior Loan Processor. This position primarily operates within Pacific Time zone working hours to support the West Coast region. Job Responsibilities: - Perform a thorough review and analysis of borrower’s credit, employment, income and assets as required by the loan program before submitting to underwriting. - Assemble the complete loan package in proper order for underwriting. - Verify all required documentation (pre-underwrite) in the file. - Verify that an application is complete and accurate; prepare a loan approval summary, Forms 1008 and 1003, and ensure the accuracy of all the information printed on those documents. - Communicate directly with the Loan Originator, customer, and underwriter to obtain initial and any missing documentation required to qualify for the loan. - Review loans for compliance with all mortgage-related regulations (RESPA, TIL, HMDA, Reg. B, etc.). - Communicate with various companies to obtain Property Survey, Flood Certificate, Title Commitment, and payoff information. - Verify that vendor orders are complete, invoices are received and in the applicant’s file. - Manage pipeline by completing and submitting reports within allotted turn-around times. - Assist set-up of loans. - Assist closing, secondary marketing, and loan servicing to obtain and clear outstanding suspense items from CrossCountry Mortgage, LLC investors. - Assist closing, secondary, and servicing to obtain documentation needed to clear outstanding suspense items for loans worked on and/or loans worked on from other transition team members. - Available to work varying hours and overtime if needed. Qualifications and Skills: - High School diploma or equivalent. - A minimum of 2 years’ residential mortgage experience. - Experience with RESPA regulations. - Encompass experience. - Experience with mortgage and consumer lending regulations, including but not limited to Regulation Z and Regulation B requirements, and loan documents, preferred. - Excellent analytical skills. - Excellent communication skills. - Excellent prioritization and time management skills. - Proficient in DU, LP, Microsoft Office & Windows. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Pay Range: - Hourly Rate: 24.04 - 31.25 - Eligible for monthly bonus incentive. The posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position #LI-CCMREC CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! careersatccm.com CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants. CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion. CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down. CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program. Position Overview: The Senior Loan Processor is responsible for providing customer service by obtaining necessary documentation to underwrite the loan and ordering third party documentation by communicating directly with the customer and/or loan officer. The Senior Loan Processor provides proper disclosures when required by applicable local, state, and federal regulations. This position primarily operates within Pacific Time zone working hours to support the West Coast region. Job Responsibilities: • Perform a thorough review and analysis of borrower’s credit, employment, income, and assets as required by the particular loan program before submitting to underwriting. • Assemble the complete loan package in proper order for underwriting. • Verify all required documentation (pre-underwrite) in the file. • Complete the required loan checklist. • Verify that an application is complete and accurate; and identify any potential issues that may arise in underwriting. • Prepare a loan approval summary, Forms 1008 and 1003, and ensure the accuracy of all the information printed on those documents. • Communicate directly with the Loan Originator, customer, and underwriter to obtain initial and any missing documentation required to qualify for the loan. • Review loans for compliance with all mortgage-related regulations (RESPA, TIL, HMDA, Reg. B, etc.) and prepare required disclosures. • Communicate with various companies to obtain Property Survey, Flood Certificate, Title Commitment, and payoff information. • Verify that vendor orders are complete, invoices received, and in the applicant’s E-file. • Manage pipeline by completing and submitting reports within allotted turn-around times. • Assist set-up of loans. • Document all communication related to the loan application in the conversation log. • Train and help supervise new loan processors and other processing personnel. • Assist closing, secondary marketing, and loan servicing to obtain and clear outstanding suspense items from CrossCountry Mortgage, LLC. investors. Qualifications and Skills: • High School Diploma or equivalent. • A minimum of 5 years’ residential mortgage processing experience. • Working knowledge of RESPA regulations and general knowledge of all mortgage and consumer lending regulations, including but not limited to Regulation Z and Regulation B requirements, and loan documents, preferred. • Excellent math and analytical skills. • Excellent communication skills. • Ability to prioritize and meet deadlines. • Available to work varying hours and overtime if needed. • Encompass experience. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Pay Range: - Hourly Rate: 28.84 - 36.06 - Eligible for monthly bonus incentive. The posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position #LI-CCMREC CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! careersatccm.com CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants. CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion. CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.

• Send and manage client follow-up communications • Coordinate with editors to ensure deadlines are met • Track and manage contracts—nothing slips through • Keep ClickUp organized, updated, and actionable • Monitor client payments and follow up when needed • Maintain clean, structured Google Drive folders • Support the smooth execution of daily operations