• Gather and document business and functional requirements through interviews, workshops, document analysis, and workflow reviews • Break projects into actionable tasks with clear timeframes, owners, and goals • Schedule and facilitate regular team meetings; capture decisions, action items, and next steps • Prepare clear documentation for internal teams and key stakeholders, leveraging AI writing and summarization tools to improve quality and efficiency • Monitor project progress, proactively flag risks, and help drive issues to resolution • Maintain and update project reports, dashboards, and status trackers on a regular cadence • Use AI-assisted tools to analyze project data, identify patterns, and surface actionable insights • Conduct acceptance testing of newly developed features and functionality • Serve as a first point of contact for customers seeking technical assistance via phone, email, or web portal • Troubleshoot technical issues systematically, using AI-powered diagnostic and knowledge base tools where applicable, and escalate unresolved cases to the appropriate support tier or engineering team • Track and manage open issues through to resolution within agreed SLAs • Provide timely, accurate, and professional responses to customers throughout the support lifecycle • Verify that customer systems are fully functional following issue resolution • Log all events, problems, and resolutions accurately in the ticketing system • Contribute to the internal knowledge base by writing technical notes and user-facing documentation, using AI tools to maintain consistency and clarity • Work closely with developers, QA engineers, and system engineers to support quality product delivery • Apply basic prompt engineering techniques to get effective results from AI assistants in day-to-day tasks • Build and maintain positive working relationships with customers and internal stakeholders.

• Support development and maintenance of knowledge-sharing resources and Growth content. • Assist with development of processes, guidance, and documentation supporting Growth initiatives. • Identify opportunities to improve organizational effectiveness through knowledge sharing and employee enablement. • Promote best practices that improve information accessibility and collaboration. • Manage the coordination and execution of Growth training programs. • Partner with subject matter experts to develop learning materials and supporting resources. • Facilitate Training logistics and learner engagement activities. • Monitor participation, effectiveness, and learner feedback metrics. • Develop and distribute communications supporting Growth initiatives and programs. • Translate complex concepts into clear, employee-friendly communications. • Support implementation and adoption of emerging tools and process improvements. • Develop user onboarding resources, guidance documentation, and communication materials.

• Help transform complex financial and operational data into actionable insights that drive strategic decision-making across the Security & Trust Organization • Design, develop, and maintain BI dashboards and reporting solutions • Analyze large datasets to identify trends, patterns, anomalies, and key business drivers • Partner with stakeholders to gather business requirements and translate use cases into technical solutions • Support the implementation of advanced analytics, automation, and AI-powered tools • Ensure data integrity, governance, and compliance by maintaining high standards for data quality, documentation, lineage, and reporting accuracy • Identify opportunities for automation, efficiency gains, and cost optimization

• Perform activities related to the company’s business analysis functions within the default and bankruptcy servicing department. • Elicit, analyze, validate, specify, verify, and manage the needs of stakeholders. • Serve as the conduit between the business and the Information Systems software development team through which requirements flow for medium to complex projects. • Work with the project sponsor to document project objectives, identify project stakeholders and analyze scope. • Accurately define quality attributes, constraints, external interfaces, and other nonfunctional requirements. • Establish and implement effective testing strategies to appropriately assess final programming changes. • Document system changes including all business rules, use cases, and test scripts. • Develop training programs and tools to increase systems knowledge; develop servicing processes, scripts, and templates for correspondence. • Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.