• Leading cross-functional projects that are leadership’s top priority. The candidate will be working closely with the CEO. • Driving complex operations projects, including helping new healthcare groups get properly organized in all 50 states. • Owning relationships with the leaders of the multi-state healthcare companies they support, guiding them through their onboarding with the company. • Creatively building processes, structures, systems, and automations to help the team work more effectively and reach the next 10x of scale. • Being the face of the company to different external stakeholders (clients, State Medical Boards, Insurance Payers, Candidates, Physicians). • Guiding new clients through onboarding, ensuring a seamless start to their journey. • Managing client communications, including attending meetings, addressing inquiries, and handling calls with professionalism and care. • Building strong client relationships by fostering trust, delivering a positive experience, and providing proactive, solutions-focused support.

- Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. - Provide proactive strategy with their assigned customer accounts. - Work with customers to ensure they are leveraging our services effectively and finding value in our services. - Become an expert in our services and educate customers on the use and benefits of our products. - Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues. - Successfully maintain strong working knowledge of contractual terms on named accounts. - Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development. - Exceed monthly/quarterly/annual retention/growth quotas. Maintaining a Net Renewal Rate of 100%+. - Identify and close upsell and cross-sell opportunities. - Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth. - Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. - Maintain a revenue base by managing account retention and renewal. - Drive upsell revenue through increased product adoption and increased usage. - Other duties as assigned. **Competencies** - Communication – Possesses strong verbal, written, and presentation skills; able to engage effectively with customers at all levels, including executives. - Confidence and Motivation – Displays high energy, self-motivation, and confidence while working both independently and as part of a team. - Adaptability – Thrives in fast-paced environments, demonstrating a strong desire and ability to learn and grow. - Multitasking – Manages multiple priorities and projects effectively without sacrificing quality or attention to detail. - Technical Aptitude – Understands internet and web-based applications, with a willingness to learn new technologies. - Product Knowledge – Able to quickly understand and clearly articulate HSI’s products, services, and overall value proposition. - Organization – Maintains strong organizational skills, attention to detail, and effective prioritization of tasks.

About JMAC Lending: With over 25 years of experience, JMAC Lending has been dedicated to enhancing the client experience through our cutting-edge products, outstanding service, and unwavering support. We are committed to empowering our partners and driving business growth together. Our culture is centered around exceeding current market options, making us the preferred lender for our clients. Our team boasts impressive credentials and engages in continuous learning, ensuring a perfect blend of knowledge and expertise. Built on a foundation of ethical integrity, our company efficiently and skillfully delivers competitive product pricing for both wholesale and correspondent lending, prioritizing our clients' needs. The Opportunity: Coordinates the appraisal functions and maintains the internal/external pipeline on behalf of the JMAC appraisal department. Responsible for placing appraisal orders with approved AMC and fee panel, reviewing appraisal reports in accordance to JMAC’s, FHA’s, investor’s, and USPAP guidelines upon receipt, supporting sales teams and operations with appraisal issues and negotiating turn times with appraisers and vendors and guarantee quality reports completed by appraiser. This is a Full-Time/Fully Remote opportunity with working hours from 8:00am-5:00pm in any US time zone Monday-Friday offering competitive pay ranging from $22.08--$25.92 per hour. Key Responsibilities: Oversee and Delegate Appraisal Orders - Examine and allocate appraisal orders to ensure they are accurate. - Keep track of schedules and deadlines to guarantee timely receipt of appraisal orders. - Create or reissue Mercury Network logins for clients. - Provide training to clients on using the Mercury Network as necessary. Confirm Appraisal Fees - Check appraisal fees for accuracy and compliance. - Confirm that outstanding appraisal fees are collected. - Process charges and refunds via credit cards through Authorize.net. - Reconcile appraisal fee transactions with the accounting department. Upload and Distribute Appraisal Reports - Upload required data and appraisal items into Encompass for review by relevant parties. - Send unconfirmed appraisal receipts to borrowers via mail or email. Issue Resolution and Communication - Address feedback and resolve any issues that may arise during the appraisal process. - Ensure all communications received in the appraisal mailbox, including appraisal transfer requests and revisions from underwriters, are handled promptly. - Support clients and internal teams, including underwriting, QC, and post-closing, with appraisal orders and inquiries within the Mercury Network or VA WebGLY systems. - Manage and resolve complaints related to AMCs. AMC Oversight and Reporting - Evaluate AMC performance by analyzing Mercury Network reports. - Update AMCs with appraisal exclusion lists as needed. - Vet and onboard new AMCs. Staff Development - Revise appraisal resources, training materials, policies, and procedures as appropriate. - Effectively train Appraisal Coordinators to meet company standards. - Provide ongoing training to ensure compliance with investor and company policies. - Hold staff accountable for achieving goals and completing assignments, taking necessary actions when challenges arise. Additional related responsibilities as assigned

• Learn Customer Success Process and Best Practices • Shadow experienced CSMs • Participate in team meetings • Familiarize yourself with internal tools • Learn how to track customer health, engagement metrics, and success indicators. • Support efforts to drive customer engagement, improve satisfaction, and reduce churn. • Learn how to identify opportunities for further engagement or product usage. • Support CSMs in addressing customer inquiries and ensuring that all issues are resolved in a timely and effective manner to ensure customer satisfaction. • Support the creation of success plans, onboarding strategies, and customer engagement activities that enhance customer experience and satisfaction. • Assist CSMs and sales teams in identifying opportunities for upselling or cross-selling additional products or services to customers.