• Provide positive customer experiences to help troubleshoot basic technical problems primarily through digital communication, both inbound and outbound • May also need to provide support via our phones channels as needed • Assist customers in troubleshooting issues with Schlage products and ensure a resolution or suitable next steps • Escalate or seek guidance from internal resources or SME’s as needed • Guide customers through how-to-related inquiries such as installation, app setup, product registration, etc. • Be the voice of the customer by communicating case drivers and known issues to internal stakeholders, ensuring a swift resolution • Build trust through complete follow-through on customer commitments

• Build and further develop the knowledge management tool ViAssist — focus on qualitative content • Create and prepare relevant information about products and services from the field for different user groups (e.g., Viessmann employees, partners and users) • Manage and update curated content in the ViAssist knowledge base • Collaborate with various areas within Customer Service (e.g., service technicians, hotline staff, etc.) as well as other departments (e.g., Academy, Technical Documentation, etc.) to produce content • Ensure the content quality and audience-orientation of the knowledge base • Respond to content-related inquiries regarding knowledge entries from various internal users • Develop and continuously improve internal standards, processes, guidelines and manuals • Work with stakeholders on strategic considerations and planning

• Deliver exceptional customer service to EQ Bank’s prospective customers by identifying their banking needs and providing accurate information and guidance on EQ Bank’s suite of products and offerings • Field large volumes of inbound calls and chats and ensure best-in-class service standards, while meeting EQ Bank’s response and resolution SLAs • Own the digital-onboarding experience and help customers onboard successfully, resolve issues if any and communicate status to all stakeholders involved in a timely manner • Strive to resolve customer issues and queries at first contact and escalate issues in accordance to EQ Bank’s complaints handling process • Communicate effectively with customers and propagate EQ Bank’s core values of Respect, Agility, Integrity, Service and Empowerment to build lasting customer relationships • Execute established controls to ensure adherence to regulatory requirements, Equitable and EQ Bank policies and Code of Conduct and Ethics • Identify, recommend and participate in implementation of opportunities for continuous improvement relative to customer experience and product delivery

• Serve as the first point of contact for customer inquiries via phone, chat, and email, ensuring clear, professional, and empathetic communication across our industry-leading product suite. • Investigate and resolve customer issues, including billing questions, exercising sound judgment to determine when to resolve independently and when to escalate. • Maintain and update customer accounts in our proprietary internal platforms and CRM software with accuracy and attention to detail. • Collaborate with peers and internal partners to deliver timely resolutions and a seamless customer experience. • Contribute to team initiatives by sharing feedback, mentoring newer colleagues, and actively participating in continuous improvement efforts.