• Oversee and prioritize incoming requests within the Client Delivery Salesforce Case Queue, including Third-Party Administrator (TPA) enrollments and terminations, ensuring timely and accurate resolution. • Evaluate and route client requests to the appropriate internal teams (e.g., product, engagement, technology) and monitor progress through completion. • Maintain a strong operational understanding of all data files exchanged with clients. • Support data integrity efforts by performing file audits, compiling Machine-Readable File (MRF) data summaries for client-facing teams, and identifying data gaps or issues that may affect product performance. • Troubleshoot user access issues within Valenz Central, ensuring clients and internal stakeholders have appropriate platform functionality. • Partner with the Client Delivery team on implementation-related activities to support smooth onboarding and client satisfaction. • Perform other duties and special projects as assigned to support the Client Delivery function and organizational goals.

• Effectively manage a pipeline of 50+ loans. • Manage all workflows from the time that the loan is assigned to the Processor until the loan is cleared to close. • Meet all Quality Service Standards (QSS) established by Management for loans in process. • Direct contact with Members to obtain documentation needed for the processing of all loan products. • Obtain and review all required documentation for submission to Underwriting and update Encompass accordingly. • Order all services required for the loan product in accordance with Fannie Mae Guidelines. • Prepare change of circumstance redisclosures to ensure the meeting of critical compliance timelines. • Review for accuracy and provide to the borrower to obtain signatures. • Meet all important mortgage dates including commitment and closing dates. • Loans to be submitted to closing within established TRID timeframes. • Post fees for appraisal orders. • Cross sell title services, and upsell other product opportunities to Members. • Create a positive interface between the Members and all Citadel internal partners to increase Net Promoter Scores. • Suggest ways to improve the overall operational efficiency of the Processing function. • Assist Teammates to meet Mortgage Department Volume Goals and QSS on a monthly basis. • Answer status calls and provide updates to Members, Retail Offices, Call Center, and third-party interests as requested. • Process Home Equity loans as required by Management. • Other Administrative and Processing tasks as needed or required by Management.

• Assist Appeals leadership with daily administrative work within the department. • Perform research, investigation, and analysis of appeals, grievances, and other types of complaints filed by providers and clients to administer timely resolution. • Perform responsibilities for all aspects of nonclinical appeals and inquiries. • Prepare and disseminate case file for External Reviews and/or State Fair Hearing. • Manage and monitor all appeals from Non-Participating providers. • Independently prepare well written, customized responses to all provider inquiries/complaints that appropriately and completely address the complainant’s issues and are structurally accurate. • Ensure timely review, research, and resolution of appeals, grievances, and complaints within guidelines. • Consult with managers on problem cases and interface with clinical supervisors, account managers, and other personnel in resolving health plan requests or provider inquiries. • Log and track grievances, appeals, and other types of complaints as needed. • Review and determine outcome of appeal/grievance, either independently or in conjunction with clinical appeal staff. • Consult with subject matter experts and resources available within organization to assist in appeal and complaint resolution. • Make critical decisions regarding research and investigation to appropriately resolve all inquiries. • Serve as a liaison to Appeal Coordinator providing guidance and expertise to ensure timely resolution of cases.

• Deliver excellent member experiences by responding to member inquiries in a courteous, professional, and highly accurate manner • Build high value member relationships by actively listening and engaging with members to discover needs and provide positive solutions • Handle complex member requests and work in multiple workgroups • Process financial and account maintenance transactions performed by the Call Center • Proactively engage member interest in Credit Union products and services • Educate members regarding how to reach financial goals and self-serve options • Troubleshoot and resolve member issues