Role Description A Loan Processor, or Mortgage Processor role acts as a liaison and support staff between the Loan Officer, Loan Originator and Underwriter. They make sure that loan applications are complete and free of mistakes, evaluate financial documents for loan eligibility and ensure that closing deadlines are met. - Ensure a high customer satisfaction rating through corresponding regularly to outside parties such as title agents and borrowers. - Double-check lending guidelines and all essential prior-to-document conditions related to each loan document before and after approval. - Discuss account status or activity with customer, borrower, title agent and loan contact team members through email or telephone. - Record applications for loan and credit, loan information, and disbursements of funds, in the software platform, “Empower”. - Obtain, examine and edit service level agreements (SLA’s), credit information, title report, homeowners insurance, appraisals and flood certificates to identify or verify concerns, completeness and accuracy prior to loan approval. - Modify administrative work procedures, processes, or plans with assigned loan officer(s) to ensure that all contractual dates such as mortgage contingency, closing date, rate lock expiration are met as well as prepare for future pipeline. - Read all internally provided newsletters and bulletins to remain current on corporate policies, procedures, product guidelines and industry changes. Qualifications - Judgement and Decision Making – Detect and report suspicious activity in order to prevent fraudulent claims and comply with federal law. - Communication Skills – Provide clear, verbal and written documentation to customers and teammates in order to provide a full and complete file to Underwriting. - Time Management – Manage loan pipeline to ensure that deadlines are met on or before due date in order to keep the pipeline flowing properly. - Mathematical Skills - Ability to do equations and arithmetic at a middle school grade level in order to avoid costly economic errors on behalf of Embrace Home Loans. - Microsoft Office Suite – Proficiency navigating and using Outlook, Word and Excel in order to attend virtual meetings, create appointments with clients and record or manipulate customer data. Requirements - Mortgage Industry Knowledge – Familiarity and/or exposure to mortgage terminology, procedures and regulations in order to shorten the duration of on the job training. - Resource Management – Accurately assess situations to determine if collaboration with teammates or subject matter experts are required in order to maximize workplace efficiency. - Customer and Personal Service – Exposure to meeting quality standards for services in order to uphold the company’s exceptional customer service reputation. Benefits - Equal Opportunity and ADA compliant employer, committed to diversity in the workplace.

• Overseeing and optimizing the performance of the contact center • Ensuring efficient contact center operations and exceptional customer service • Managing contact center workforce management, hiring/recruiting, and training/onboarding • Providing oversight of quality monitoring program in collaboration with Quality team • Developing strategies for workforce management across global locations • Leading recruitment for contact center staff across geographic locations • Designing comprehensive training programs for contact center staff

• Create weekly KPI reports, reconcile data from multiple sources, and deliver clear executive summaries. • Manage weekly audit and accountability processes, ensuring deadlines are met and issues escalated. • Act as the main contact for managers, teams, and vendors, routing flagged issues with full context.

• Lead the implementation of Tandem’s solutions and guide users as a trusted expert. • Develop a deep understanding of users’ clinical environments and tailor Tandem to address their unique requirements. • Provide expert user support, quickly resolve issues, and surface opportunities for new product enhancements. • Collaborate closely with a world-class product and engineering team to shape Tandem’s product. • Represent Tandem at conferences, events, and workshops, sharing our vision with clinicians and stakeholders.