Company Description Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We’re focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. At Fortune Brands, we’re building something big. We’re advancing exciting innovations in all of our products and processes. We’re delivering trust, dependability, sustainability, and style. To make it all happen, we’ve transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential. When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here. Job Description The Associate Product Consultant is responsible for providing high quality customer care to create a positive experience for consumers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls and emails from customers when they have product and warranty questions. This is a remote role. Regular hours are Monday through Friday from 8am to 5pm. Starting pay is $37,000 annually (17.79 p/h) and all equipment is provided. During your workday you will: - Deliver exceptional customer experiences, enhancing the reputation of Therma Tru products through professional, empathetic, and solution‑focused interactions—especially with customers who may be upset, frustrated, or dissatisfied. - Manage a high volume of inbound calls, calmly de‑escalating emotional situations while accurately identifying customer issues and providing clear, effective resolutions for product and technical support. - Use technology and internal systems to assist consumers with product identification, troubleshooting, and guiding them through repair or installation processes with patience and clarity. - Confidently apply high school–level mathematics, including decimals, fractions, percentages, and basic calculations, to support product measurements, specifications, troubleshooting steps, and warranty or pricing discussions. - Resolve challenging consumer situations by actively listening, demonstrating empathy, and ensuring positive outcomes for both the customer and FBIN. - Meet or exceed daily performance targets related to call quality, call handling, productivity, and adherence to all processes and procedures. - Accurately document customer interactions, product details, calculations, and troubleshooting actions to ensure thorough and efficient record‑keeping. Qualifications - High School diploma or equivalent required. - 2 years experience in a contact center or other fast-paced customer service environment required. - Excellent professional communication skills required, both verbal and written - Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus - Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation - Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork - Incumbent must meet internet speed requirements, pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy PREFERRED QUALIFICATIONS: - Associate’s or Bachelor's degree is preferred - Prior ERP (SAP, Oracle, etc.) experience preferred Additional Information Fortune Brands believes in fair and equitable pay. The starting salary for this role is : $37,000 USD annually (17.79 per hour). In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan. At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates. Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com. Equal Employment Opportunity Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic. Reasonable Accommodations Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com and let us know the nature of your request along with your contact information. Important Notice: Protect Yourself from Fraudulent Job Postings To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins. All your information will be kept confidential according to EEO guidelines.

Role Description The Digital Support Specialist provides front-line support to both consumer and business banking customers for our Launch clients. This role operates in a high-volume, fast-paced Contact Center environment and is responsible for delivering exceptional service through inbound phone calls, secure messages, chats, and other digital communication channels. - Assist small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries. - Review and process customer applications submitted through retail and business account onboarding platforms, ensuring compliance with established policies, procedures, and Service Level Agreements. - Requires strong decision-making skills, attention to detail, and a commitment to providing one-touch resolution whenever possible. - Schedule flexibility is required to meet the needs of a 7 day a week Contact Center. Qualifications - Associate’s Degree or equivalent experience in a related field. - 2+ years of experience in a financial institution, call center, or customer service role. - Experience supporting consumer and/or small business banking customers preferred. - Working knowledge of deposit accounts and basic business banking products. - Familiarity with KYC/CIP and banking compliance requirements preferred. - Strong communication skills (verbal and written). - Ability to multitask effectively in a multi-system environment. - Strong attention to detail and problem-solving skills. - Ability to prioritize and meet performance and SLA expectations. - Flexibility to work varied schedules, including evenings, weekends, and holidays as required. Requirements - Perform efficiently in a high-volume, production-driven Digital Call Center environment. - Answer inbound calls, secure messages, chats, and other communications from consumer and business banking customers. - Provide prompt, accurate, and professional service to ensure a seamless customer experience. - Resolve customer issues on first contact whenever possible. - Perform account maintenance and servicing requests for both personal and business accounts. - Escalate complex or high-risk issues appropriately. - Assist small business and commercial customers with online and mobile banking access, user access and password resets, basic ACH and wire inquiries, account balances, and transaction research. - Support business account onboarding by reviewing submitted applications and documentation in accordance with policy and regulatory requirements. - Ensure compliance with applicable KYC, CIP, and BSA/AML guidelines when reviewing business customer information. - Monitor retail and business digital bank applications and decision based on structured onboarding procedures. - Complete transactions accurately and within established guidelines and SLAs. - Exercise discretion and sound judgment while mitigating operational and fraud risk. - Identify and report system or client-impacting issues proactively. - Utilize multiple programs and systems to investigate, troubleshoot, and resolve customer inquiries. - Document interactions clearly and accurately. - Participate in testing and validation of banking environments and system enhancements as assigned. - Participate in coaching and feedback sessions. - Engage in ongoing training to strengthen product knowledge, systems knowledge, and customer service skills. - Proactively seek opportunities to improve processes and service delivery. - Perform all other related duties as required or assigned. Benefits - Hourly pay: $23.00, with a premium for bilingual (English/Spanish) candidates. - Annual Cash Bonus and Equity Options commensurate with the role level and experience. - Fully Remote. - 401(k) plan. - Insurance - Health, Dental and Vision. - Time Off.

• Customer Journey Mapping: Identify touchpoints and opportunities to improve the customer experience; • Improvement Proposals: Develop initiatives to enhance the customer experience based on analyzed data; • Continuous Improvement and Methodologies: Apply Lean and Six Sigma methodologies to identify waste and bottlenecks and propose solutions to optimize processes; • Kaizen and PDCA: Lead continuous-improvement cycles to resolve problems and implement incremental changes; • KPI Management: Monitor and report performance metrics to assess the effectiveness of implemented improvements; • BPMN and Process Modeling: Create and update process models; analyze existing processes to identify inefficiencies, redundancies, and automation opportunities; • Process Documentation: Ensure processes are well documented and accessible to stakeholders; • Flow Design and Automation: Design operational flows and create clear, objective workflows for different areas of the company; • Process Automation: Collaborate with Product teams and partner areas to implement automations; • Testing and Validation: Ensure automated flows operate as expected; • Data Analysis: Data collection and processing — extract data from different sources (internal systems, spreadsheets, etc.) and organize it for analysis; • Data-Driven Decision Making: Use analyses to support strategic and operational decisions; • Governance and Strategic Alignment: Define policies and standards to ensure processes align with internal policies and external regulations; • Stakeholder Management: Collaborate with different areas to ensure alignment and execution of initiatives;

• Provide support to hosts and travelers via HubSpot, WhatsApp, and our platform Inbox • Handle conflict resolution with empathy and professionalism, following platform policies • Log interactions and feedback in HubSpot (CRM) • Collaborate with cross-functional teams to improve the product and user experience