Role Description The Loan Servicing Specialist is responsible for independently managing complex and high-risk delinquent accounts. This role requires an experienced and proactive professional capable of navigating sensitive financial situations with tact, discretion, and strategic decision-making. The representative will demonstrate advanced proficiency in collections processes, financial recordkeeping, and customer service while supporting the organization’s financial health. - Contact delinquent borrowers via phone, mail, or in-person outreach to collect payments and negotiate repayment plans. - Manage a portfolio of complex and high-risk accounts with minimal supervision. - Recommend and implement appropriate collection strategies based on account analysis and payment history. - Maintain accurate and up-to-date financial records, including accounts receivable, credit history, and activity notes. - Resolve customer disputes in collaboration with internal departments such as Lending, Finance, or Compliance. - Ensure full compliance with federal and state laws, industry regulations, and Fahe’s internal policies and procedures. - Provide informal guidance and mentorship to junior team members as needed. - Daily, timely response to assigned tasks, connected chatter, and other colleague interaction requested via Salesforce. - Performs other functions as necessary or as assigned. Qualifications - High school diploma or equivalent required; additional training or certifications in finance, credit, or collections preferred. - Minimum of 1-2 years of collections or related financial experience, or 2+ years with specialized training in collections or credit counseling. - Fannie Mae and Freddie Mac Servicing knowledge. - Demonstrated ability to work independently with sound judgment and professionalism. - Excellent communication and negotiation skills with the ability to de-escalate challenging conversations. - Strong organizational and time management skills, with attention to detail. - Proficiency with financial systems and data entry; prior experience with loan servicing software and CRM tools preferred. - Experience working in a mission-driven or nonprofit lending environment. - Bilingual ability is a plus. Requirements - Work is primarily performed in a standard office setting (remote or in-office depending on location). - Must be able to sit and use a computer for prolonged periods. - Occasional lifting of up to 15 lbs may be required. - Reasonable accommodations will be made upon request.

• Gestión del Ciclo de Pedido • Ingresar órdenes de compra en el sistema (SAP u otros). • Dar seguimiento desde la recepción de la orden hasta su entrega final. • Monitorear el estatus de los pedidos y asegurar su cumplimiento en tiempo y forma. • Informar a los clientes sobre avances, cambios, retrasos o imprevistos. • Atención y Comunicación con Clientes • Atender solicitudes de clientes • Brindar soluciones oportunas y mantener una comunicación clara, profesional y empática. • Gestionar solicitudes relacionadas con pedidos, entregas, documentación y postventa. • Coordinación Entre Equipos • Coordinar con áreas internas como Comercial, Logística y Almacén para seguimiento de órdenes y resolución de incidencias. • Asegurar la correcta ejecución de procesos internos relacionados con el ciclo de pedido. • Dar seguimiento proactivo a pendientes interdepartamentales. • Análisis y Mejora del Servicio • Recopilar y analizar indicadores de servicio al cliente (ej. incidentes, tiempos de ciclo, etc.). • Identificar tendencias, desviaciones y posibles riesgos en la operación. • Generar reportes y dar seguimiento a los KPIs con las áreas involucradas para analizar causas raíz.

• Handle customer inquiries and support requests via email and WhatsApp — reliably and with a personal touch • Troubleshoot issues in our software and guide customers to solutions • Document recurring issues and help expand our internal knowledge base • Join screen-sharing sessions with customers when a problem requires hands-on attention • Coordinate with our development team to escalate and resolve bugs or product issues • Help new customers get started and feel comfortable using the product

• Manage a high volume of inbound and occasionally outbound calls with a focus on customer satisfaction • Answer and resolve email inquiries related to loss run requests, first notices of loss, and document delivery to agents and insureds • Manage and resolve task queues related to front-end functionalities (submissions, information requests, post-bind audits, etc.) • Assist in creating and maintaining call scripts and internal knowledge bases to consistently provide exceptional service to agents and insureds • Uphold standards of excellence by exceeding individual and department metrics with respect to call quality, transfer rates, escalations, and overall satisfaction • Perform other duties as assigned