• Execute daily, weekly, and monthly reconciliations of transactional data across systems and banking partners • Monitor, track, and validate end-to-end money movement • Investigate and resolve transactional discrepancies, failed money movements, and processing exceptions by collaborating with internal teams and external banking partners. • Identify opportunities to automate manual reconciliation steps, optimize money movement workflows, and actively incorporate AI-driven tools and workflows to increase efficiency • Own and execute the Proof of Authorization (POA) process, ensuring all necessary merchant authorizations and documentation are accurately managed, validated, and aligned with banking partner requirements. • Respond to consumer and dispensary support requests related to Dutchie’s ACH program, providing timely and accurate assistance

• Responsible for ensuring that IP systems are maintained through regular audits, data cleanup, and validation • Assist with daily matter opening and staffing updates required by the practice groups • Develop and run recurring and ad hoc reports and audits in response to requests made through processes established by department leadership • Assist with initiatives to implement automation to create efficiencies for the IP Operations Team and practice groups

• Manage a team of Case Managers that process life insurance applications • Effectively coach, in a variety of ways, to drive team results for advisor satisfaction, service, quality, and productivity aligned to department objectives • Have a keen focus on employee engagement while balancing productivity • Assist with setting team goals, establish vision, and take action to achieve goals as it relates to SBIA’s strategic initiatives • Actively look for ways to improve the customer experience • Serve as a key contact to leaders within teams, representing process and service details as well as strategy • Develop and maintain internal relationships inside and outside assigned department to resolve service issues • Identify and take responsibility for addressing operational and organizational challenges that impact the team • Regular communication with internal stakeholders such as executives and other customer-facing teams to identify gaps and opportunities • Raising red flags wherever the business process needs correction to ensure the customer has a seamless experience with the company. • Collect, track, and analyze customer feedback and suggest improvements internally based on the insights gathered • Ability to show empathy when customer issues arise • Effectively adopt changing business needs and guide employees through shifting priorities • Actively seek opportunities to expand own sphere of influence through networking, knowledge sharing, and collaboration • Act as the primary point of contact with qualifying advisors and their staff, primarily via phone, email, and service requests • Utilize Case Management System to process and research customer requests in timely manner • Educate financial professionals where to find information online • Pay close attention to detail and process work accurately • Oversee the resolution of complex issues that may involve multiple departments and persons • Oversee and collaboratively assist other business units to assure resolution with satisfaction for the needs of our financial professionals • Work independently to make decisions regarding resolution of issues • Exercise judgment to know when to escalate issues to senior management • Take ownership of service failures and stay involved throughout the service recovery process • Work collaboratively with the other members of the leadership team to ensure high-level of service and team goals are met • Responding to customer queries in a timely and effective manner, via phone and email • Documenting processes and logging technical issues, as well as customer compliments and complaints • Provide back up support for other members of the leadership team and independently coordinate service continuity during any work absence • Meet/exceed quality, production, and experiential delivery goals • Ensure that all published Service Levels are met/exceeded • Stay abreast of industry changes, business processes and firm rules • Assist with other projects as needed • Increase positive advisor experiences that create value and satisfaction, retention, and growth, building on voice of the customer feedback, qualitative and quantitative data • Project a positive image of the organization to employees, customers, industry, and community • All other duties as assigned

• Develops operational strategy aligning with the commercial win strategy • Manages RFP process with key stakeholders • Drives development of operations segment of proposal deliverable • Collaborates with cross-functional leadership