• Day-to-day leadership: You lead a team of up to ten colleagues in telephone (inbound/outbound) and written communication and act as the primary contact in daily business. • Ownership of customer management processes: You take responsibility for the processes in your area and manage them in day-to-day operations with a focus on efficiency and the customer experience. • Performance and measures management: You are responsible for your team’s performance, work with KPIs and reports, and derive concrete measures to improve quality and productivity. • Process work and projects: You support process-related topics and take on projects in your area of responsibility from planning through implementation to evaluation. • Collaboration within the leadership setup: You work closely with other team leaders, supervisors and coaches/trainers to drive the development of the entire customer area. • Complaints, data protection and standards: You hold overall responsibility for complaints and data protection requests within your team and ensure that processes, legal requirements and relevant industry standards are consistently adhered to in daily operations. • Interface management: As a central interface to Legal, Compliance, ERM and other stakeholders, you coordinate complex cases and ensure that regulatory requirements are understood, correctly interpreted and continuously taken into account. • Change and digitalization: You actively drive change, for example through optimized workforce planning, standardized processes, increased telephony and outbound communication, and the expansion of digital self-service and AI solutions, while always keeping the needs of our customers and colleagues in focus.

• Central point of contact for our customers: You will support our clients with their ongoing loans and insurance policies and assist them with all relevant matters. • Active support for payment difficulties: In telephone and written contact with customers in challenging financial situations, you provide important support to our investors. • Tailored solutions for borrowers: You work together with our borrowers to develop appropriate repayment solutions and contribute to long-term, stable customer relationships. • Handling a wide range of customer inquiries: Whether by email, chat, post, or phone, you respond competently, reliably, and with a service-oriented approach. • Collaboration with external partners: You manage correspondence with our external service providers in receivables management and ensure a smooth flow of information. • Interface function within the company: You work closely with upstream and downstream departments to ensure efficient forwarding and processing of customer issues. • Internal voice of our customers: You represent our customers’ interests within the company and help improve processes and decisions from a customer perspective.

• Provide disease state awareness, product information and pharmacoeconomic analyses as presentations or other forms of scientific exchange to managed care organizations, payers, and other formulary decision makers per unsolicited • Maintain comprehensive, up-to-date scientific expertise of disease state, clinical information, product data, and the competitor landscape within the relevant therapeutic area(s) • Identify and develop peer-to-peer relationships with Key Opinion Leaders (KOLs) by engaging in ongoing and balanced scientific exchanges in disease areas of strategic importance to Braeburn • Present scientific product-related data and disease awareness information in the hospital, institutional, and academic settings • Serve as liaison between healthcare professionals and Braeburn for unsolicited Investigator-Initiated Trials (IITs) • Address unsolicited requests for medical information from healthcare professionals via written and verbal responses, with appropriate documentation • Support Company sponsored trials and other research initiatives including clinical trial site recruitment as needed • Support external healthcare professional Speaker Training and provide Advisory Board support as needed • Present information for initial and ongoing training of internal and external partners pertaining to disease state, product and competitive landscape information • Provide medical booth and session coverage at scientific/medical meetings • Align day-to-day activities with Medical Affairs strategic objectives, with flexibility depending upon evolving business needs • Proactively and collegially interact with other field-based and internal colleagues; provide information to internal colleagues regarding regional and local issues that impact business and/or healthcare practice • Always comply with company and compliance policies, and internal and external guidelines • Support internal Medical Affairs projects as requested

• Partner with stakeholders across Revenue, Operations, and Executive teams to understand their workflow visions and pain points • Design and build end-to-end workflows that may span multiple platforms (Salesforce, Zendesk, Slack, internal APIs, etc.) • Create custom automations using APIs, webhooks, and integration platforms when native functionality falls short • Administer and optimize the Zendesk instance for our support and operations teams • Design sophisticated ticket routing, triggers, automations, and macros • Build and maintain custom apps, integrations, and extensions • Create and manage views, reports, and dashboards that drive operational decisions • Manage user permissions, groups, and organizational structures • Support Business Systems & Operations team with buildouts of new system architecture • Build custom objects, fields, validation rules, and flows • Create reports and dashboards for Revenue and Operations teams • Build and maintain API connections between business systems • Write and troubleshoot webhook configurations • Document technical implementations and integration architecture • Proactively identify inefficiencies in current workflows and propose solutions • Stay ahead of business needs by understanding upcoming initiatives and preparing technical groundwork • Collaborate with Management to develop best practices for system requests and implementation