• Operate AVIPAM systems quickly to complete emergency domestic and international travel requests; • Search for, book, and confirm services according to the client's urgency and needs; • Have deep knowledge of the client's travel policies to provide accurate guidance, even in emergency situations, ensuring consultative and personalized support; • Offer viable alternatives and quick guidance for transportation and accommodation; • Respond accurately and promptly within critical timeframes; • Comply with supplier rules, even in last-minute situations; • Provide information on fares, currency exchange, and penalties to enable quick, effective decisions; • Ensure compliance with legal requirements (passports, visas, etc.); • Serve with a focus on customer experience and immediate solutions; • Align service delivery with AVIPAM's and clients' strategies.

• Serves as a messenger and conveyor of faith, mission, and purpose. • Interacts with companies, their employees, and the community in a manner that exhibits character through personal and spiritual disciplines. • Makes brief visits to company worksites regularly (usually weekly) to interact with employees to build a relationship of trust and friendship motivated by the Chaplain’s deep Christian faith. • Visits employees or immediate family members wherever care can be expressed and help given: hospitals, nursing homes, funeral homes, family residences, or other sites. • May provide confidential pastoral discussions for problem issues of employees and their immediate family members including, but not limited to family matters, divorce, serious illness, care of aging parents, death and grief recovery, parenting, financial situations that may include debt discussions, budgeting, and other life issues related to financial stress, as well as any other personal issues. • Provides referral service and acts as coordinator for specialized assistance to employees and/or immediate family members with specific needs. • May assist in the planning, conduct or attend funerals for employees or immediate family members, including follow-up support and encouragement to immediate family members during the grief period. • May make jail visits to employees and immediate family members. • Works with companies to serve notifications of death and serious injuries to families and other employees, encouraging those impacted by various tragedies. • May provide post-termination care for laid-off or terminated employees in order to foster a smooth transition to another work environment. • May facilitate, but not lead, spiritual enrichment activities, as an employee-sponsored and led activity will usually be more fruitful than a chaplain led event. • Provides, as appropriate/requested, literature and other resources to assist company employees with life issues. • Represents companies to clients/customers where it would be appropriate to ministry services involved (i.e., serious illness, accidents, traumatic events, and funerals). • Participates in new employee orientation to explain the Employee Care Service and the role of the Chaplain Team. • With Executive Director of Operations (EDO) permission, responds positively and assertively to other duties and services requested by executive leadership of companies, within the scope of the Letter of Agreement between MCHAP Chaplains and the company.

• Manage a pipeline of conventional, government, and/or portfolio loans. • Handle customer loans in a professional manner, using English and Spanish languages. • Process all loan types which may include conventional, FHA, VA, Bond, USDA, special programs, self-employed, and complex loan types. • Evaluate loan documentation, calculate income, review assets, analyze liabilities, and clear conditions per delegated authority ensuring compliance and underwriting guidelines. • Validate automated underwriting decision per delegated authority. • Maintain high level of customer service for English and Spanish speaking borrowers by being proactive in communicating with the borrowers and loan originators. • Ensure accurate, complete, and timely loan data on processing system. • Actively participate in ongoing efforts to continually improve customer service for internal and external customers. • Review pipeline reports to ensure all tasks are completed. • Serve as an intermediary for loan issues with Loan Originators, Underwriters and other related departments. • Assist in training new hires. • Take active role as an escalation point and resource within the team based on experience/knowledge. • Maintain ongoing knowledge of Fifth Third Mortgage Company's policies and procedures. • Perform any other duties as assigned. • Assist the processing managers when required with coaching, escalations, balancing workloads, etc.

• Manage and respond to incoming text messages promptly and professionally. • Maintain a minimum of 100 combined inbound and outbound calls per day. • Utilize automated text tools for delinquent account outreach as needed. • Achieve a daily target of 50% Back on Track for delinquent payments. • Conduct timely follow-ups to resolve outstanding issues or questions. • Accurately record all customer interactions, payment updates, and account notes. • Assign follow-up dates to each ticket to ensure consistent progress. • Participate in ongoing training to stay current on policies, procedures, and system updates. • Work closely with team members to support department goals and share best practices. • Provide constructive feedback to help improve processes, tools, and customer satisfaction.