• Manage a diverse and often complex caseload of LTD claims from initial intake through resolution, ensuring timely, fair, and accurate decisions using sound judgment and adherence to policy provisions. • Collaborate with clinical and vocational partners to develop effective RTW strategies and determine appropriate benefit eligibility and durations. • Serve as a subject matter expert on LTD claim practices, consulting on best practices and contributing to the design and refinement of internal procedures, workflows, and system requirements. • Leverage a deep understanding of disability contract provisions, exclusions, riders, waivers, and applicable regulatory and statutory requirements (e.g., FMLA, ERISA, HIPAA). • Ensure detailed and accurate documentation of all decisions and interactions, and communicate clearly with claimants, employers, and internal stakeholders. • Mentor and support onboarding of new team members; share expertise and foster knowledge growth within the team. • Collaborate cross-functionally with Compliance, Legal, Intake/Admin, Clinical and Vocational Services, and other business units to deliver a coordinated and compliant claims experience. • Proactively identify process gaps or opportunities and contribute to continuous improvement efforts and enterprise initiatives. • Demonstrate agility in adapting to changing priorities, business needs, and regulatory requirements. • Maintain a high level of confidentiality, professionalism, and integrity in all claim-related activities.

• Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly and thoroughly. • Manage large volume of inbound calls in a timely manner. • Efficiently research and document call reason and resolution, with focus on privacy regulations. • Handle inquiries in the best interest of the customer and company. • Provide quality service and support to a variety of areas including but not limited to Financial Advisors, Claimants, Exchange Companies/Funeral Home Assignment Companies. Follow documented procedures and guidelines when providing service to F&G customers.

• Coordinates the insurance needs of every matched surrogate, including maternity, accidental death, complication, and bedrest policies. • Assists third party insurance brokers to secure policies and provide medical records to support the underwriting process • Liaise with clients and vendors to actively manage and complete financial and insurance tasks related to the client’s journey. • Works closely with vendors providing medical claim resolutions and payments • Disburse payments for insurance and medical claims through escrow • Review and audit medical claims, confirming appropriate amounts paid • Ensure standards and requirements are met for every match • Coordinates with internal teams, including Sales, Legal, and Operations to prioritize and complete tasks, and help resolve customer-facing issues in a timely and satisfactory manner. • Performs financial analysis as requested • Ensures all records are entered on a timely basis and accurately coded, including transaction consistency between QuickBooks Online, Salesforce, and Escrow systems. • Represents ConceiveAbilities as a warm and best-in-class service through exceptional communication and follow through

• Receive and process claims notifications • Manage the administrative and operational follow-up of files • Support policyholders throughout the claims process • Analyze documents and information required for claims handling • Manage communications with stakeholders (policyholders, experts, insurers, third parties, etc.) • Handle subrogation and recovery actions when necessary • Ensure compliance with procedures and processing deadlines • Update tracking and management tools