• Llevar a cabo los procesos operativos del crédito en la Jefatura de Operaciones de Crédito • Garantizar el cumplimiento de las políticas definidas por la compañía • Cumplimiento de los procedimientos internos del área y los tiempos de respuesta establecidos • Asegurando altos estándares de calidad, precisión y eficiencia en cada una de las actividades realizadas

• Act as a single point of entry for all cases (both emails and calls) in French & English related to: Credit and Underwriting activities, that include customer service support for providing credit line amounts, requests for increase and status. • Customer service activities that include support for disputes, account changes, merchant reimbursements and web/portal activities, customer service support for authorizations, billing management, and invoice processing. • Cash application and account receivables (A/R) management activities that include manual cash application, customer service support for providing invoices, end-user guidance for payment application via portal, and research. • Conducting effective communication with customers through income/outcome-bound calls and e-mails. • Managing customer inquiries, identifying customer needs, proposing solutions and alternative activities. • Collaborating with other departments and teams to provide the best and fastest customer support • Receiving, updating and/or logging all requests. • Routing cases to the appropriate person or entity in accordance with the Procedures Manual and the SLAs for Response and Resolution. • Escalating issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures provided in the Procedures Manual.

• Maintain effective vendor relationships and monitor performance against agreed KPIs and service levels. • Manage day-to-day operational matters and escalations for outsourced services such as roadside assistance, car replacement, and takaful surplus processes. • Support contract administration activities including renewals, compliance monitoring, and service standard adherence. • Resolve operational issues promptly through structured analysis and coordination with relevant stakeholders. • Analyze operational data and performance trends to identify gaps, risks, and improvement opportunities. • Gather, document, and validate business and user requirements for operational enhancements and new initiatives. • Translate requirements into clear functional specifications, user stories, and test scenarios. • Coordinate and manage User Acceptance Testing (UAT), ensuring solutions meet business and operational needs prior to deployment. • Support process improvement initiatives to enhance efficiency, control, cost management, and customer experience. • Prepare management reports and dashboards on operational performance, vendor outcomes, and improvement initiatives. • Document requirements, processes, testing outcomes, and operational controls in accordance with team standards and governance requirements.

• Provides world-class support to Franchisees and Center Managers • Achieves position goals, timelines, and KPI metrics through coaching all franchisees in a geographic territory • Conduct market meetings and peer-to-peer focus groups to deliver training on company initiatives • Utilizes observations and data driven insights to provide directional coaching • Utilizes available reports and tools to improve gross profit, reduce expenses, and maximize EBITDA • Documents all activity in FranConnect • Interfaces with all support departments to ensure timely and accurate responses to franchisees needs • Focuses on strategic and tactical processes to improve customer experience • Provides oversight to ensure franchisee compliance to brand obligations • Attends and participates in the Take 5 Annual Rally • Implements marketing and sales direction to increase regional revenue growth • Communicates succession planning with franchisees across the district