• Serve as the primary contact for internal support requests, efficiently resolving common issues and owning the investigation and escalation of more complex technical challenges. • Systematically track and ensure compliance with customer, state, and federal security and privacy requirements, implementing necessary controls, documentation, and process updates to maintain continuous alignment with regulatory and contractual obligations. • Manage and execute onboarding and offboarding processes, ensuring devices and user accounts are correctly provisioned within mobile device management and identity provider services. • Oversee IT asset inventory, manage procurement processes, coordinate with vendors to maintain a smooth operational workflow, and support vendor/license evaluations to ensure effective, cost-conscious operations. • Own the lifecycle of our IT and SaaS stack, reviewing contracts, monitoring adoption and streamlining tooling where possible. • Proactively identify security gaps within IT and SaaS systems, assess vulnerabilities, and implement or recommend remediation measures to strengthen the company’s overall security posture. • Develop and maintain auditable, repeatable IT Service Management (ITSM) operating procedures and a practical, well-maintained knowledge base that drives productivity, reduces recurring issues, and supports ongoing process improvement. • Collaborate with teams to refine IT processes, drive automation, and implement innovative solutions that enhance security and operational efficiency while reducing unnecessary friction where possible.

• Follow up with escrow, title, and brokerages to obtain required confirmations and update timelines • Keep approved deals moving toward same-day or next-day funding • Confirm commission amounts, closing dates, and documentation accuracy • Track and communicate delays, cancellations, and updated closing dates • Identify issues that may delay funding or repayment and resolve them proactively • Coordinate next steps with agents when deals are delayed or fall out • Assist with repayment follow-up after closing • Maintain accurate documentation and compliance throughout each file • Update Salesforce as transactions progress • Support operations, accounting, and collections teams as needed • Build strong relationships with agents to improve speed and increase repeat usage

• Respond to prospective clients across phone, text, email, and chat • Guide agents through the application and documentation submission process • Review incoming documents for completeness and accuracy • Identify early blockers (missing forms, unclear dates, inconsistent information) • Follow up with agents who started but have not completed an application • Prepare clean and accurate files for approval review • Maintain high inbound response speed and deliver an exceptional client experience • Educate clients on next steps, documentation requirements, and timelines • Update Salesforce with client details, document status, and application progress • Coordinate internally with operations as files move toward approval • Track application progress and ensure timely movement toward a decision

• Own TC’s internal operations end-to-end: people operations, portfolio/program management, project systems, fiscal coordination, and organizational rhythms. • Turn strategy into clear plans, keep the trains running on time, and help a globally distributed team work smoothly. • Report to the Executive Director and partner closely with initiative leads. • Build light scaffolds, coordinate across programs, and step in directly where needed.