• Provides excellent customer service and handling inbound and outbound calls/customer contact within the Servicing Department • Researching customer inquiries and collecting payments for mortgage accounts • Ensures delivery of excellent customer service through fast and accurate communication • Builds and maintains business relationships with mortgage customers; answers and resolves inbound calls • Performs outbound collection calls and/or create correspondence regarding agency specific loans • Researching and resolving routine to moderately complex problems and inquiries • Processing routine to complex customer transactions and account maintenance • Coordinates and processes payoff requests for various title companies or customers.

• Support customers through email case work on Lone Wolf's Back Office product, with phone and chat as secondary support channels • Log details of all support sessions and customer challenges in the ticketing system • Monitor and manage your own case workload and backlog, prioritizing and triaging as needed • Work with peers to troubleshoot and resolve issues and share product knowledge • Rely on interpersonal skills and product knowledge to diagnose, test, and resolve customer software challenges • Efficiently answer customer questions while displaying excellent email and telephone etiquette • Work with broker accounts, applying knowledge of Lone Wolf Foundation to support account-level needs • Submit Jira tickets for identified bugs or issues and monitor their status through to resolution • Facilitate conflict resolution and escalate issues appropriately • Recognize opportunities for improving product and customer experience based on the feedback you receive

• Lead, coach, and develop a small team of CX specialists or coordinators (where applicable). • Own the full project lifecycle of CX initiatives: scoping, planning, execution, measurement, and iteration. • Design and implement customer journey improvements across digital and physical touchpoints. • Manage multiple concurrent projects, balancing day-to-day execution with strategic priorities. • Build and maintain CX program documentation, playbooks, and standard operating procedures. • Identify, evaluate, and deploy AI tools (e.g. chatbots, sentiment analysis, predictive routing, personalization engines) to enhance the customer experience. • Partner with Product and Technology teams to integrate AI capabilities into customer-facing workflows. • Analyze customer feedback, NPS, CSAT, CES, and behavioral data to uncover experience gaps and opportunities.

Role Description The Customer Service Representative is responsible for providing high quality customer care to create a positive experience for our B2B customers. This role requires the ability to work in a fast-paced environment that entails the management of inbound calls, emails from customers as well processing customer orders while maintaining accuracy. This is a remote role. Regular hours are Monday through Friday from 8am to 5pm. - Responsible for timely and accurate order validation of high volumes of sales revenue ensuring understanding of service expectations to unique and varying customer requirements. - Manage order modifications in alignment with customer requests while mitigating negative service impact and dollarized fine risk where applicable. - Respond to customer inquiries including order status, inventory availability, product information, order discrepancies (claims/returns), account status, pricing and sales programs. - Manage and assess customer-related problems or issues and develop and implement appropriate resolution in all interactions via phone, email and fax while meeting customer experience communications standards. - Work effectively and collaboratively with cross-functional departments, including but not limited to Pricing, Sales Administration, Transportation, Finance, Quality, Marketing and the field Sales Force. - Ensure a thorough understanding of current technology to promptly respond to customer requests, including but not limited to Delivery Ware, Team-Email, Customer Web-sites, and Electronic Data Interchange (EDI). Qualifications - Minimum of 2 years of customer service experience in a service industry. - Advanced English language proficiency. - Proficient in Excel, Word, and PowerPoint. - Ability to manage a high volume of work with accuracy. - Possess excellent interpersonal, written and oral communications skills as well as effective problem solving skills. - Demonstrated ability to work independently, cross-functionally and in a team environment. Requirements - Associate’s or Bachelor's degree is preferred. - Prior ERP (SAP, Oracle, etc.) experience preferred. Benefits - Comprehensive, competitive benefits that prioritize all aspects of wellbeing. - Flexibility for unique needs of teammates. - Robust health plans. - Market benefits programs. - Product discounts. - Numerous ERGs (Employee Resource Groups) to support inclusivity and feeling of belonging at work.