• Provide administrative and operational support to ensure smooth daily business operations • Maintain and update internal records, documentation, and databases • Assist with scheduling, task coordination, and project tracking • Prepare reports, summaries, and documentation for internal use • Support internal communication and coordination across team members • Identify opportunities to improve processes and operational efficiency • Perform additional administrative or operational tasks as needed

• Respond promptly and professionally to student, parent, and staff inquiries via email, phone, and chat • Assist with scheduling, appointment confirmations, and student onboarding • Resolve customer issues efficiently while maintaining a positive experience • Maintain accurate records of communications and actions in internal systems • Collaborate with internal teams to ensure timely resolution of requests • Identify recurring issues and suggest improvements to management • Follow company policies, procedures, and quality standards

• Respond to customer inquiries via phone, email, and live chat including AI-assisted chat interactions, by monitoring conversations, validating responses, and taking over complex cases with human support. • Manage multiple chat conversations simultaneously while maintaining accuracy, professionalism, and empathy for the customer. • Assist customers with the following with accuracy: Membership activation process, and use of services Training program registration, including enrollment and access. Inquiries regarding SCTE TechExpo and other national events. • Maintain data integrity and ensure key demographic information is accurate and up to date across SCTE record keeping systems. • Track and record customer cases in Salesforce, for inquiries initiated through all service channels; escalate questions or issues as appropriate. • Troubleshoot customer issues and coordinate escalation when needed. • Handle confidential documents and proprietary information with discretion and professionalism. • Collaborate respectfully and effectively with internal teams to ensure seamless and consistent service experience across all support channels. • Other duties as assigned.

• Responsible for providing prompt and accurate responses to servicing inquiries and concerns, both internal and external. • Communicate with borrowers in a call center environment to resolve loan inquiries with high customer satisfaction. • Handles multiple aspects of servicing including customer service and delinquent loan resolution. • Training will be provided for several subject matters specific to mortgage servicing. • Ensure that services are delivered professionally and efficiently with prompt problem resolution. • Maintain current knowledge of all policies, procedures, and other documentation for servicing products. • Answer general mortgage servicing questions via phone, email, or other technology that is engaged to service customers.