Role Description Reviews, analyzes, and responds to all client/homeowner correspondence, web inquiries, client tasks, and calls. Reports to Supervisor. - Analyze, research, and resolve complex client/customer issues as received from account managers or through written correspondence, emails, website inquiries, telephone calls, and tasks; provide timely and accurate responses to clients/customers as appropriate and in compliance with regulatory guidelines. - Research, open items and resolve high-priority issues, navigating and escalating the issue through the appropriate departments and response teams. - Document the servicing system by using the tasking application and following organizational guidelines for system documentation. - Provide written confirmation and documentation of completed research and outcomes and respond to borrower complaint correspondence per regulatory guidelines. - Monitor governmental agency websites for borrower complaints to analyze, research, and resolve issues. - Train new team members. - Actively participate in identifying process improvement opportunities within the department. - Proactively alert management when established KPI minimums are not being met. - Comply with the Code of Conduct and successfully complete the annual regulatory training requirements. - Additional duties as assigned. Qualifications - High School diploma or equivalent. - 3+ years’ Mortgage Banking or related industry experience, particularly in customer service or research capacity. - Proficient skills in typing, spelling, grammar, sentence structure, and proofreading. - Solid PC skills: Proficient with Microsoft applications and loan servicing platforms. - Strong analytical and problem-solving skills and attention to detail/accuracy. - Ability to handle complex, multiple tasks simultaneously in a fast-paced, high-volume environment. - Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences, including the ability to explain complex issues and resolutions clearly and concisely. - Outstanding customer service skills, including conflict resolution management. Requirements - College degree or mortgage industry experience equivalent. - Knowledge of mortgage servicing laws and regulations. Benefits - Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more. - Employer paid Life Insurance, Short Term Disability, and Long-Term Disability. - 401 (K) Plan with company match. - Paid Vacation, Sick, Personal and Holidays.

• Assist with the strategy, design, and launch of new and enhanced insurance products • Responsible for the full product lifecycle - from ideation and market research to regulatory approval and market launch • Collaborate with insurance carriers and Managing General Agents to develop new and revised forms and manuals • Recommend modifications in response to department of insurance objections • Work closely with Actuarial and State Filings to coordinate product launch • Define and assist with the architecture of the product vision • Prepare competitor comparisons and identify market opportunities • Coordinate the end-to-end process with stakeholders, including ideation, design, development, and post-launch optimization • Ensure all products comply with state and federal regulations while maintaining necessary support and documentation • Monitor industry trends and the competitive landscape to guide product development and potential strategy • Partner with Actuarial, State Filings, and Sales teams to ensure alignment and successful execution of client product development initiatives • Provide subject matter expertise and guidance to project teams, fostering a culture of innovation and high accountability

• Prepare and review pricing proposals. • Perform financial viability, cost, and margin analyses. • Support business areas in developing commercial proposals. • Monitor project profitability indicators. • Assess financial risks in RFPs and bids. • Collaborate with departments such as Sales, Finance and Legal. • Analyze revenue, costs, margin and profitability by client, contract and business unit. • Develop management reports and dashboards. • Identify opportunities to improve results and operational efficiency. • Provide strategic analyses to support commercial and financial teams.

• Review vendor invoices and customer expense reports • Assign proper account coding and ensure timely and accurate payment/reimbursement • Work closely with Operations, Account Management, and Accounting Departments • Audit and assign proper coding to vendor invoices, customer expense reports, and expense requests • Enter payment vouchers accurately into operating software, Movetrack • Coordinate with operations team to document all policy exceptions • Escalate inaccuracies and requests for missing information • Follow established conventions for data entry such as dates, invoice numbers, and descriptions • Review and respond to weekly expense audits conducted by management • Enter and maintain accurate expense management notes and document attachments in Movetrack • Generate, audit, and distribute client payroll, tax, or accounting reports on predefined schedules • Other duties as assigned