• Support the team on escalations, audits, and coaching of our claim support specialists • Provide answers to process questions & higher limit repair/replace decisions for the Client Support Team • Provide escalation support to the Client Support team • Complete random audits or quality monitors of the Client Support team to identify trends or opportunities for process improvement • Manage multiple issues/cases at one time, based on workload • Provide constructive coaching, training, and mentorship to peers and/or new employees

• Provide timely, high-quality support to customers through live chat and other support channels for the products we support. • Troubleshoot customer issues involving the products and platforms we support, identifying root causes whenever possible. • Escalate technical issues to Engineering with clear documentation, relevant context, and reproduction steps. • Develop deep knowledge of supported platforms, products, features, and customer workflows. • Educate customers on product functionality, platform workflows, and best practices. • Partner with Product, Engineering, and other internal teams to resolve complex customer issues. • Identify recurring customer pain points and contribute ideas to improve supported products and platforms, internal processes, and documentation. • Help maintain internal knowledge bases and support documentation. • Support multiple products, platforms, and customer segments as business needs evolve. • Contribute to a collaborative, customer-first support culture.

Role Description The Customer Service Specialist is responsible for providing exceptional service to mortgage lending customers through both verbal and written communication. Your duties include, but are not limited to: - Answering inquiries and resolving complaints. - Maintaining accurate loan files. - Processing payments. - Performing early-stage collections on newly delinquent accounts to encourage timely payments and address minor repayment issues. - Being a key point of contact for borrowers, ensuring a positive and professional relationship with Cascade Financial Services. How you’ll do it: - Service mortgage lending customers via inbound and outbound calls, and written communication. - Answer customer inquiries about their mortgage loan, including payment status, escrow, statements, and general loan information. - Handle and resolve customer complaints, escalating complex issues to appropriate departments when necessary. - Conduct early-stage collections on delinquent mortgage accounts (typically 4-15 days past due) through both inbound and outbound calls, including: - Proactively contacting borrowers to remind them of upcoming or recently missed payments. - Understanding reasons for minor delinquency. - Educating borrowers on payment options and methods. - Securing promises to pay and documenting all commitments. - Helping with basic repayment issues before escalation to dedicated Collections/Loan Counselor teams. - Document all communications between the borrower and Cascade Financial Services, as well as updating the servicing computer system to ensure a complete and accurate loan file. - Communicate effectively with other departments (e.g., Collections, Escrow, Loss Mitigation) about loan payments, borrower files, and issue resolution. - Maintain borrower relationships in a friendly, professional, and empathetic manner. - Generate payoffs, verification of mortgage, and other requested loan documents accurately and efficiently. - Accept loan payments by phone from current borrowers, ensuring proper processing and adherence to payment handling procedures. - Research information relating to specific job duties and borrower inquiries to provide accurate and complete responses. - Assist with other duties as necessary, contributing to overall departmental efficiency and customer satisfaction. Qualifications - Prior experience in a customer service role, preferably within mortgage servicing or a financial services environment. Requirements - Microsoft Outlook, Word and Excel experience is strongly preferred. - Experience with Sagent’s LoanServ mortgage servicing software strongly preferred. - Prior mortgage experience a plus, demonstrating familiarity with mortgage loan concepts. - Comprehensive knowledge of various regulations governing mortgage servicing processes, not limited to TILA, RESPA, NACHA, FCRA, etc. - Basic understanding of early-stage collection principles and best practices. - Ability to communicate clearly and effectively with clients and employees to create a positive and cooperative work environment. - Excellent listening, organizational, interpersonal, and time management skills. - Strong problem-solving skills with a customer-centric approach. - Ability to work as a team member and contribute positively to group objectives. - Ability to adjust easily to work situations based on employee, group, or business needs. - Ability to work well under pressure in a fast-paced environment. - Spanish speaking a plus. Benefits - Medical, Dental, Vision, Life, 401K match. - PTO, Sick Time, 10 Paid Holidays. - Remote work opportunities.

• Promptly address Retailer inquiries through various communication channels (email, phone, etc.), maintaining a positive and empathetic tone • Engage with varying levels of leadership at Retailers/external parties, ensuring professionalism and clarity in all communication • Provide detailed and accurate information about products, services, and policies, guiding Retailers through solutions for concerns or issues • Record and document all interactions thoroughly, ensuring clear communication and feedback are shared with relevant internal teams to improve support processes • Diagnose Retailer pain points and provide effective, resourceful solutions tailored to their specific needs • Collaborate with internal teams, including Product, Trust & Safety, and Engineering, to escalate and resolve complex Retail requests promptly • Monitor trends and recurring concerns in Retailer communications to identify improvement opportunities and recommend actionable solutions • Serve as a subject matter expert on the Retail Pillar's products, services, and processes, staying continuously informed about updates or changes • Proactively build relationships with Retailer teams, fostering trust and partnership to ensure a seamless experience with Instacart.