• Relationship Management: Proactively communicate with a pipeline of borrowers, ensuring they have a clear understanding of their loan terms, servicing processes, and post-closing responsibilities. • Project Support: Monitor project progress from the borrower's perspective and provide support for challenges like project delays or budget overruns. • Issue Resolution: Investigate and resolve all post-closing borrower inquiries and disputes related to servicing, payments, and loan modifications. Advocate for the borrower's needs internally, escalating complex issues to management as needed. • Payment & Account Assistance: Help borrowers understand their statements, payment schedules, and online portal access. Address questions related to interest accrual, principal reduction, and payoff statements. • Default Prevention: Proactively reach out to at-risk borrowers to prevent loans from defaulting. Collaborate with servicing and compliance teams to develop and implement default prevention strategies. • Internal Collaboration: Work closely with cross-functional teams (e.g., servicing operations, special servicing, payment operations, construction) to ensure a cohesive borrower experience. Provide feedback on common borrower challenges to improve processes and represent the borrower's perspective in internal meetings. • Communication & Education: Provide clear and concise communication regarding loan status, draw disbursements, and payment reminders. Educate borrowers on best practices for managing their projects post-funding and develop helpful resources like FAQs. • Documentation: Accurately document all customer interactions in the system of record.

• Assist clients in navigating healthcare, elder care, and community support systems • Provide education and guidance regarding healthcare services, benefits, care options, and available resources • Support clients and family members in understanding healthcare processes and advocating for their own care needs • Research and identify appropriate resources, referrals, and support services based on individual client circumstances • Maintain accurate documentation of client interactions and resource recommendations • Communicate effectively with clients, healthcare providers, community agencies, and other stakeholders while adhering to confidentiality requirements • Collaborate with internal teams and external organizations as needed to support client outcomes

• Demonstrate and continue to develop detailed and proven understanding of all AAA Life products and processes associated with providing service to the member. • Responsible for handling member inquiries and providing resolution to problems that may require additional escalation in a way that reflects the Member Experience philosophy of Speed, Accuracy and Style. • Exhibits strong communication and collaborative qualities and be able to deliver information confidently to members. • Follows appropriate procedures to approve and process reinstatement forms within guidelines. • Enroll members in coverage as opportunities are presented. • Assist management in the receipt and resolution of insured’s and member complaints. • Consistently leverage our brand and our dedication to creating a positive member experience. • Transfer and/or redirect members to other AAA Life Insurance departments and contacts when necessary. • Performs other duties as assigned.

• Understand the business requirement for each programme that you are working on and be able to put in action the SOPs of each one that you are assigned to work on. • Diligently take notes while performing your core duties and make suggestions to your team leader of how things can be improved. • Efficiently address & solve user issues primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy. • Efficiently manage time to make relevant phone calls while maintaining quality interactions. • Build connection and trust with your stakeholders, going above and beyond to provide an exceptional experience, with the aim to resolve their queries in an appropriate manner first time. • Be organized, accountable and responsible - using your resources to keep informed of all SOPs and programme changes as they occur.