• Manage the mortgage loan process from initial approval through final approval and closing • Serve as the primary point of contact for customers, Mortgage Loan Officers, and internal and external partners • Ensure timely communication, document collection, and processing of loan conditions • Work closely with all parties involved in the transaction to facilitate a smooth and efficient loan experience while maintaining compliance with bank, regulatory, and investor guidelines

• Deliver exceptional customer experiences by proactively building rapport driven by both business and personal needs • Speak to IGS sustainability initiatives and the value of green energy • Effectively educate on all IGS residential commodity and warranty markets along with associated products and services while driving sales and retention • Conduct proactive consultative analysis to identify and act upon opportunities to support various lines of business through up-sell and cross-sell conversations • Achieve all customer experience, retention, and sales standards set for the department • Offer customized solutions and product education to customers while following established departmental goals, policies, and procedures • Navigate systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries • Assist customers with setting up new service, processing payments, and arranging payment plans • Handle sensitive customer information • Provide follow up on customer inquiries to ensure resolution satisfies customer and meets internal expectations • Complete additional duties and responsibilities as assigned

• Develop and manage a robust library of customer content, including case studies, video testimonials, blogs, podcasts, webinars, speaking engagements, and sales enablement assets • Support incentivized customer advocacy programs that drive participation through gifting, recognition, and catered experiences • Repurpose core content across formats and channels to extend the reach and impact of customer stories • Prepare copy for customer newsletters and partner with social media on ongoing posting and content support • Support and maintain a centralized, searchable content repository for Sales, Marketing, and Customer Success • Manage workflows in Asana to keep advocacy projects, requests, and deliverables on track • Upload, publish, and track advocacy content in a sales enablement platform to support enablement and content adoption • Respond to customer reviews across key platforms and analyze trends to share actionable insights with Product and other internal teams • Conduct regular check-ins with cross-functional stakeholders to identify potential advocates and uncover advocacy opportunities • Match Sales and Customer Success teams with the right advocates for customer reference requests • Ability to use AI to scale processes, content, and • Increase efficiency • Track and report on program performance, including advocate engagement, gifting ROI, content utilization, and impact on pipeline and sales velocity

• Monitor all casework on behalf of a specific group of customers and ensure SLA compliance by diagnosing problems, identifying solutions, and driving issues to timely resolutions. • Perform proactive service meetings with customers to prepare them for upcoming FOLIO releases and to provide status updates on support cases, Service Issues, and Enhancement Requests. • Collaborate with other internal organizations to communicate, prioritize, and advocate on behalf of customers. • Develop and deliver internal training to both Support and Training teams on FOLIO capabilities and maintain FOLIO internal documentation (FAQs). • Refine the service delivery model to our FOLIO customers based on revisions to the product, customer expectations, or to improve current service delivery methods on a continuous basis. • Evaluate multiple competing factors to form sound judgments and recommendations that balance current and anticipated business needs. • Communicate and present library and technical concepts to non-technical professionals. • Adjust quickly and effectively to changing priorities and conditions of varied complexity.