Crump Roofing

• Lead clients through discovery, including personal or business needs and goals, current financial status, be able to articulate identified gaps and opportunities, and describe solutions including life, long term care and disability income insurance to meet client needs. • Manage daily activities and drive sales activity and pending business. • Handle incoming calls directly from referral sources, and to be available for pre-set calls with clients and their Advisors. • Complete insurance applications and take responsibility for following cases thorough the underwriting process. • Explain to clients and advisors how various insurance products work, the differences between product types, and their advantages. • See all sales activity through towards product purchase. • Be knowledgeable in positioning life insurance in the financial planning process, including advanced estate planning strategies, ILIT's, Special Needs Trusts, positioning life insurance as an asset class, policy loans, taxation of life insurance, annual and lifetime gifting, wealth transfer/maximization strategies and utilizing life insurance in the business planning process to include executive benefits. • Have a complete understanding of the underwriting process and the role within it.

• Lead clients through discovery, including personal or business needs and goals, current financial status, be able to articulate identified gaps and opportunities, and describe solutions including life, long term care and disability income insurance to meet client needs. • Manage daily activities and drive sales activity and pending business. • Handle incoming calls directly from referral sources, and to be available for pre-set calls with clients and their Advisors. • Complete insurance applications and take responsibility for following cases through the underwriting process. • Explain to clients and advisors how various insurance products work, the differences between product types, and their advantages. • See all sales activity through towards product purchase • Explain the basics of estate planning, business planning, asset leveraging, insurance planning (including how to handle 1035 exchanges, explanation of insurance forms, and how to determine the need and amount of coverage).

• Independently perform or coordinate a variety of advanced accounting activities, including more complex accounting processes in accordance with generally accepted accounting principles (GAAP) • Coordinate accounting, reporting processes and workflow of other team members • Oversee the complete and accurate maintenance of assigned accounting records and the preparation and compilation of financial reports and information • Assist with GAAP and regulatory reporting for assigned business unit or division and perform other related accounting tasks and analyses • Provide leadership and mentoring for less experienced team members, including the review and approval of work of other team members • Prepare or review journal entries and monitor assigned account activity to accurately record Truist Insurance Holdings’s financial transactions in accordance with GAAP and internal accounting policies • Compile and maintain necessary supporting documentation • Complete or review and approve reconcilements for assigned general ledger accounts in accordance with corporate reconcilement policies and standards • Research and resolve items as necessary • Maintain adequate supporting documentation • Coordinate the design, implementation and documentation of accounting and reporting process workflow and controls for assigned accounts and subsidiary accounting systems (which may include spreadsheets, databases or applications), including reconcilement controls • Recommend control refinements as products, processes, GAAP, regulatory reporting requirements or corporate policies change • Review and update policies and procedures for compliance with governmental regulations and corporate policies and standards • Coordinate development of new accounting processes and procedures as needed • Prepare and interpret more complex reports and analyses related to various aspects of the company’s financial performance, internal control compliance, budget or forecast variances, etc • Prepare variance analysis reports and explanations for assigned general ledger reports • Respond to inquiries and provide analysis of financial information • Ensure complete data capture and accurate and timely submission of assigned management, regulatory and financial reports and analyses • Maintain corporate and/or subsidiary accounting systems, which may range from simple spreadsheets to more complex databases • Assist in the development and testing of economic models • Maintain a working knowledge of applicable GAAP concepts • Build expertise related to assigned area of responsibility • Coordinate applicable responses for internal or external audits and examinations • Collaborate with Accounting Policy, as applicable, related to responses to external and regulatory requests

• Maintains primary ownership of cases during the underwriting process which requires engaging in frequent communication and coordination between insurance agents, insurance carriers, and internal resources. • Responsible for setting agents expectations appropriately and providing an exceptional service experience throughout the process. • Reviews new insurance applications for missing information, including but not limited to forms, signatures, key underwriting questions and data. • Reviews and analyzes underwriting requirements including Attending Physician Statements, exams, supplemental forms, etc. to determine if additional information or requirements need to be obtained to complete the underwriting process. • Conducts regular proactive case follow-ups via phone primarily and email secondarily, with insurance agents, vendors, internal resources, and carriers. • Organizes and prioritizes workload to ensure cases are processed, issued, and placed in a timely manner while maintaining frequent communication to manage customer expectations appropriately. • Utilizes agency management system to document all work activity and communication for all in-process cases. • Acts as a conduit for all issues associated with a case to include coordination with all internal departments. • May have responsibility for reviewing issued insurance policies for accuracy. • Follows-up with insurance agents to ensure requirements necessary to activate insurance coverage are received within specified timeframe. • Takes the initiative to review other than applied for offers on term cases to determine if alternatives exist.

• Responsible for the supervision of a staff of Case Managers • Establishes individual and team priorities • Monitors workflow and customer service efforts of staff • Works with internal departments, including Underwriting and Sales, to ensure overall customer satisfaction to meet departmental quotas and business objectives • Makes or recommends employment, termination, and performance improvement plans • Conducts performance and salary reviews • Assigns team workload and coordinates staffing needs • Prioritizes and balances on-going case management workload among staff • Provides and/or oversees case management on-boarding and training • Responsible for on-going educational and career development of existing staff • Act as key escalation point for case level concerns • Performs regular audits to ensure cases are processed effectively and service standards are met • Meet with staff regularly to review audit results and coach accordingly • Work with carriers, producers, sales staff and any other internal staff to respond and resolve escalated case management Client Services issues • Understands client contractual arrangements to best manage account relationships • Actively involved in case management responsibilities on unique, large, and/or complex cases • Manage the hiring process to include screening potential candidates and conducting interviews • Work with VP to maintain overall staffing levels • Makes or recommends termination, and performance improvement plans • Leading regularly scheduled meetings with staff to review sales goals, priority cases, provide general updates and information, and identify opportunities for improvement in process • Participate and/or facilitate regularly occurring meetings with sales counterparts to help drive business • Review weekly customer satisfaction surveys and call on any applicable cards • Provide Manager and Sales VP with a summary of calls and take-aways

• Provide life insurance producers with specific advanced planning and illustration support to generate life insurance sales • Understanding advanced estate and business planning concepts • Conduct case design, and developing advanced planning marketing tools • Present planning concepts • Conduct advanced sales case design • Perform advanced case research and development • Fully understand client life needs – income protection, estate planning, replacement • Review available approved products per wirehouse and select carriers, products, and design that are best for the client • Creation of advanced sales marketing tools • Prepare sales presentation, including obtaining compliance approval from financial institution • Act as a liaison between financial institutions, agents and carrier home offices to facilitate sales • Support the sale of carrier specific and Crump proprietary advanced sales deliverables • Maintain in-depth knowledge of approved carriers & products by financial institution, including new products, product changes, transitions, repricing, limitations, riders, etc. • Effectively communicate on a regular basis with sales team, carrier wholesalers, internal sales desks, and case managers, to ensure open communication on product, changes, etc.

• Responsible for the evaluation and placement of insurance risks for the purpose of determining the best product/premium solution • Typically manages larger, more complex cases • Maintains primary ownership of cases during the underwriting process • Responsible for setting agent/advisor expectations appropriately • Provides an exceptional service experience throughout the process • Researches additional, complex insurance options as needed • Acts as a partner with sales and producers to formulate the best solution for the proposed insured • Negotiates to secure the most competitive offer for placement of policy with the appropriate carrier • Assesses risk and negotiates cases with producers and carriers • Conducts regular proactive case follow-ups via phone and email • Organizes and prioritizes workload to ensure case is processed in a timely manner • Prepares or reviews underwriting summaries for carrier review • Represent company at industry conferences and events • Provides on-going underwriting training to junior staff underwriters and concierge • Carries a caseload of 125-175 larger and more complex cases

• Produces qualified illustrations and provides presale support to meet producer objectives in a timely manner. • Provide product and carrier information to the producer groups as well as internal staff. • Maintain detailed product and financial knowledge on all carriers. • Develop a working knowledge of important software packages (internal and carrier). • Run appropriate illustrations based on knowledge of the competitive life insurance environment. • Provide producers with illustrations and other marketing materials they may need. • Proactively follow-up on all presale activity. • Document requested illustrations for sales follow-up utilizing a CRM system. • Participate in educational development to gain an understanding of the competitive market, product, and industry trends via internal and carrier training. • Maintain departmental illustration workflows and SLA's on phone and illustration turnaround time.

• Conduct targeted phone-based marketing campaigns focused on generating business development and relationship growth opportunities with both new and existing financial professionals • Obtain financial professional specific information to help create and maintain accurate profiles using CrumpCRM (Microsoft Dynamics-based Customer Relationship Management system) • Support financial professional questions about troubleshooting Crump resources and help connect them with the correct Crump support, on-line, on the phone, or in-person • Perform outbound marketing phone calls to new and existing financial professionals to generate business development opportunities • Utilize the CrumpCRM system to log calls, contacts, conversations, and illustration requests • Support financial professional adoption of Crump's digital platform tools such as the Crump Transaction Center and other web-based tools, through the utilization of phone training and Webex walk-throughs, if needed • Collaborate with internal and external sales partners to further financial professional business development opportunities • Analyze financial professional business needs based on CrumpCRM profile information and financial professional-provided information to determine best sales approach and be able to change approaches as needed to achieve campaign goals • Identify additional business development opportunities beyond the specific campaign topic, based on knowledge of additional Crump products and services • Provide marketing support content distribution (emails, webinars, videos, flyers, podcasts) • Deliver customer support related to inbound sales calls and emails by providing prompt and knowledgeable service to connect the financial professional with the Crump resources needed • Ability to describe and provide high level training on Crump's digital solutions, including basic questions regarding usage and navigation, over phone and/or Webex. • Commitment to on-going professional growth through participation in educational webinars, self-study classes, mentorship opportunities, and other educational opportunities with the goal of increasing Crump and industry knowledge to increase effectiveness of business development skills • Assist with training of other teammates

• Proactive response to AXA Advisor inquiries for in-force policies regarding status and activity. • Ensuring optimal, prompt and accurate response and service is delivered to AXA Advisor at all times. • Providing AXA Advisor with case status on pending variable agent of record changes and broker/dealer transfers. • Process incoming requests for in-force policies and proactive communication and status updates to AXA Advisors on status. • Maintain ongoing positive working relationships with carrier representatives to facilitate problem resolution on in-force business. • Maintain current and working knowledge of multiple carrier in-force and conversion guidelines. • Able to handle most calls and transactions independently, works with supervisor for direction and/or guidance on more complex request. • Ability to follow instructions independently, create professional and comprehensive correspondence/memos to carriers and agents. • Support the necessity of changes in work environment and help guide morale in a positive direction among peers. • Gain positive working relationships with carrier representatives to facilitate problems resolution on in-force business.