Role Description Responsible for accurately and efficiently completing or supporting various routine Consumer Default processes within a team environment to help reduce risk and losses to the Bank normally associated with collection, loss mitigation, repossession, or remarketing functions. Performs key workflow tasks that are time sensitive with various regulation and department policy requirements. Supports more complex processes with high quality and may serve as a SME on core processes. - Responsible for monetary or non-monetary transactions, processing, imaging documents / mail. - Provide excellent customer service to all internal business partners and external clients by way of inbound/outbound calling and/or written correspondence following a positive client experience model. - Complete and maintain with accuracy any documentation for any required logs, system notes, dual control tasks, inventory and forms (operational and legal). - Maintain an understanding of various cross-trained functions to support teammates and any work overflow for seamless execution and business continuity. - Ensure clear and effective communication with leadership and external partners, as applicable, on topics such as inventory, meeting deadlines, reporting and escalating potential production or quality issues and recommendations on improvements. - Meet/exceed established individual and departmental production and quality metrics in accordance with established policies and procedures and ensure proper Federal, State, and regulatory requirements are met. - Process daily workflow queues to ensure all assigned tasks are completed within established timelines and service level agreements. Identify complex issues or gaps and work with management on resolution. - Performs quality checks/inspections for accuracy and assists with new hire training. Qualifications - High school diploma or equivalent - 2+ years financial services or customer related experience - Basic computer applications, such as Windows Operating System and Microsoft Office software products and data entry skills for efficiency - Strong verbal and written communication skills - Ability to work in an area governed by production standards and work under pressure to meet critical deadlines - Strong problem identification and resolution skills on complex issues Requirements - General working knowledge of the various workflow phases of Consumer Default - 2 years’ experience and knowledge in assigned area Benefits - Medical, dental, vision, life insurance, disability, accidental death and dismemberment - Tax-preferred savings accounts - 401k plan - No less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during the first year of employment - 10 sick days (also prorated) - Paid holidays - Potential eligibility for defined benefit pension plan, restricted stock units, and/or a deferred compensation plan

Role Description This role is fully remote and requires an active P&C License. The Personal Lines Retention Agent provides a high level of service to our individual clients and helps us maintain strong relationships with our customers. - Successfully work in a call center type of environment. - Process endorsement requests for personal lines insurance policies; secure pricing from carrier if needed. - Manage account documentation; send documentation to insured and follow up to ensure it was received and submitted to the carrier. - Maintain follow-up system with insurance carriers to ensure requests are processed timely. - Furnish underwriters with additional information as requested. - Issue certificates of insurance and evidence of property forms to clients and clients representatives upon request. - Process lost policy release forms; transmit correspondence to insureds and carriers. - Perform other specific duties and projects as assigned by management. - Daily manage the agency interface system (download); ensure all transactions are matched so revenue is recorded accurately by month end. - May provide sales support, which includes rating policies and entering policy information into database. - Pursue a program for personal and professional development. Qualifications - High school graduate or equivalent (some college a plus). - 1+ year experience in sales or customer service. - Embrace the latest technologies available. - Excellent customer service and communication skills. - Proficient in computer skills and basic software packages. - Intermediate to expert computer acumen. - Acts decisively and demonstrates good judgment. - Strong oral and written communication skills. - Strong attention to detail with excellent time management and decision-making skills. Requirements - Driven by competition. - Enjoy participating in competitive Sales incentive contests held throughout the year. - Desire to help others protect their future. - Entrepreneurial spirit and challenged by the opportunity to grow the business. - Focused on learning and development to enhance industry knowledge and expertise. - Well organized and maintain a well-established follow up process. - Great verbal and written communication. - Self-starter willing to invest time and energy to learn the technical aspects of the business. - Believe in integrity and building success by developing relationships with others. Benefits - Expected pay for this position is $25.64 per hour. - Performance-based, uncapped commission structure and bonus incentives. - Comprehensive benefit and total compensation packages, including health, dental, vision, life, and disability insurance. - FSA, HSA, and 401(k) accounts. - Paid-time-off benefits.

• Own the retention marketing strategy across Email, SMS, and other customer engagement channels. • Design lifecycle journeys including onboarding, cross-sell, replenishment, win-back, reactivation, and loyalty campaigns. • Build segmentation and personalization strategies that improve customer experience and revenue. • Plan, launch, analyze, and continuously optimize campaigns through A/B testing and experimentation. • Monitor and improve key retention KPIs including LTV, repeat purchase rate, churn, conversion rate, revenue per recipient, and customer engagement. • Partner closely with Growth, Product, Data, Design, and Customer Experience teams to deliver seamless customer journeys. • Stay ahead of retention marketing trends, automation capabilities, and industry best practices.

• Proactively reach out to customers who have expressed their intent to discontinue using our payment solutions. • Listen attentively to customers concerns and reasons for wanting to leave, demonstrating empathy and understanding. • Present compelling solutions and alternatives that address customers pain points and convince them to stay. • Maintain accurate records of customer interactions and account status in our CRM system. • Meet and exceed retention targets and objectives.