• Managing incoming incidents and service requests via phone, email, and ticketing systems • Creating, categorizing, tracking, and resolving support tickets • Monitoring and escalating tickets according to agreed service levels • Collaborating with technical teams and internal stakeholders • Providing remote troubleshooting and technical assistance to end users • Maintaining documentation and knowledge base articles • Supporting onboarding and knowledge-sharing activities within the team • Participating in an on-call support rotation • Handling major incidents and communicating updates to relevant stakeholders

• Promptly engage assigned leads and understand their mortgage requirements (new purchase, refinancing, or cash-out) • Compare mortgage options and recommend the most suitable solutions • Advise customers on the overall property purchase and financing process • Support customers through the application journey until approval and loan completion • Review loans nearing the end of their lock-in period and advise on refinancing opportunities • Achieve monthly mortgage revenue targets and identify opportunities to maximise lead potential • Liaise with bankers on rates and promotions as needed • Ensure strict adherence to compliance, regulatory requirements, and internal policies

• Engage effectively with customers to process renewals on-time • Negotiate favorable renewal terms and identify contract value opportunities • Collaborate with internal resources to develop renewal strategies • Maintain an accurate forecast of renewal risks

• Serve as the main point of contact for school districts, primarily via email (routing, dispatch, and customer service inquiries) • Process change requests, including student additions and removals, in a timely manner • Maintain and optimize transportation routes for efficiency • Build quotes and conduct route analysis • Manage and update calendars, including holidays, early dismissals, and emergency weather updates • Perform accurate and timely data entry