• Provides high quality customer service by responding to telephone inquiries, requests, and problems for an affluent client base where the bank is acting as trustee, agent or custodian. • Resolves problems and errors and processes routine customer service requests, ensuring compliance with legal requirements is being met and risk is being monitored within designated authority levels. • Generally the first point of contact for clients being serviced by an administrative team. • Performs Medallion Signature Guarantee and wire callbacks to prevent fraud and assure wire accuracy.

• Responsible for post-sale order entry process, including HSD, video, and native and ported telephone lines. • Receives orders from business sales representatives, verifies accuracy, and gathers information from customer. • Facilitates communications between customers and sales associates with a focus on quality assurance and customer satisfaction. • Enters orders in software platforms, while maintaining contact with business customers, dispatchers, Level 3, and local office teams throughout installation process. • Manages multiple projects, including escalations, at various stages of completion, ensuring accuracy and detailed follow-through. • Creates service tickets and notates Customer Relationship Management (CRM) tools for all orders. • Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed.

• Collaborate with business and IT teams to develop technical recovery strategies for applications and infrastructure to achieve resilience in accordance with FFIEC guidelines • Consult and provide guidance to application teams, infrastructure teams, and architects to align current and future technologies with enterprise resilience controls, standards, and strategies • Collaborate and consult with business and IT teams on development of business continuity plans, technical recovery plans and other enterprise resilience documentation • Review and evaluate plans against standards for quality, provide feedback for operational improvement and alignment with standards • Collaborate with peers, information security, and first line of defense in the review and development of standards and recommendations for policies to meet FFIEC guidelines and enterprise resilience objectives • Support development and delivery of monthly Key Performance Indicators (KPI’s) and measures related to technical recovery, business continuity, and enterprise resilience • Develop and deliver awareness and training programs (including online training content) to staff on technical recovery, business continuity, and enterprise resilience topics • Support annual technical recovery and business continuity testing and test documentation • Collaborate with business partners and IT on the annual business impact analysis (BIA) process and risk analysis • Collaborate with information security team and first line of defense on key risk indicators, tracking of risks and gaps, and risk analysis • Support responses to customer requests, audits, and maintenance of documents related to enterprise resilience • This role has an on-call component and will potentially require colleague to participate in a 7/24/365 on-call or shift rotation(s) which could include occasional working weekends, off hours, and holidays

• Review and manage scanned mail and email correspondence daily. • Apply firm-specific handling instructions to determine the appropriate course of action for each item. • Notify relevant personnel about important or time-sensitive correspondence. • Ensure all mail processing is completed according to the firm's procedures and protocols. • Update internal calendars by adding events and deadlines based on correspondence. • Send timely email notifications to clients and personnel regarding updates and deadlines. • Ensure all information is entered accurately into internal systems to avoid missed deadlines. • Serve as the primary point of contact for correspondence-related inquiries within the firm. • Collaborate with other departments by providing timely notifications and updates. • Ensure smooth, clear communication around mail processing to support operational needs. • Provide cross-departmental support to assist other teams with projects or initiatives, as needed. • Support the creation and enhancement of company protocols and processes.