• Maintain quality control and check back standards through reviews of all completed digital maintenance activities • Track team performance and adherence to standards via metric reporting and performance dashboards • Coach and train Digital team members on processes, communication and performance improvement • Review internal procedures for accuracy and enhancement updates • Perform daily administration duties to include, but not limited to, building and coding online banking profiles as per procedures and client agreements, daily report monitoring, and enrolling or updating businesses products and services (i.e. ACH, wire, Remote Deposit Capture, bill pay, positive pay, Estatements) • Facilitate, install and train new Online Banking, Remote Deposit Capture and Positive Pay clients • Assist Retail, Commercial, and Treasury teammates with sales presentations of online banking and RDC products • Provide one-on-one end-user, tier two issue resolution support for consumer and business products and services via phone, email or through chat • Support mRDC, mobile banking, and bill pay • Support testing and implementation of changes relating to business online banking features (including ACH, wires, positive pay, etc.) • Identify problems and/or potential problems and take the necessary steps to resolve or escalate • Routinely provide enhancement recommendations or efficiencies • Routinely provide training support for internal MVB teammates and other lines of business • Provide back-up support to other department roles • Work with minimal supervision

• Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers. • Responsible for maintaining a high level of professionalism and maintaining excellent Quality Assurance scores with clients while working to establish a positive rapport • Utilization of your in-depth product and financial knowledge to communicate, investigate, and resolve customer issues on a larger variety of case types. • Participate and assist in ongoing training to develop new skills and responsibilities • Help identify trends and areas of improvement including agent coaching, quality monitoring and product features • Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed • Responsible for independently managing schedules and emails channels in order to drive higher productivity performance and quality scores. • Proactive willingness to collaborate cross-functionally with other Affirm teams to analyze, assess and resolve complex customer issues • Opportunity to participate in voluntary specialized processes in addition to day to day responsibilities • Initiate document creation, including meeting minutes, N-Pagers, and procedural updates

• Guide borrowers through the documentation process with clear communication and updates via phone, email, and text. • Review and analyze credit, income, and asset documentation for compliance. • Identify additional documentation needs and maintain file accuracy throughout approval. • Collaborate with Loan Officers, Underwriters, Closers, and third-party vendors for efficient loan processing. • Issue compliance disclosures accurately and within timelines. • Adapt quickly to new processes and priorities in a remote setting.

• Guide borrowers through the documentation process • Review and analyze credit, income, and asset documentation • Identify additional documentation needs and maintain file accuracy • Collaborate with Loan Officers, Underwriters, and third-party vendors • Issue compliance disclosures within required timelines • Embrace new processes and improve customer and employee experience