• Represent Encova Insurance and functions as the agency manager for assigned agents with a primary focus on commercial lines (e.g., worker’s compensation and/or package lines). • Responsible for achieving established premium growth and profitability objectives by reviewing risks, determining acceptability, and successfully writing profitable new business and retaining profitable renewal accounts. • Focused on taking action to achieve results that positively impact growth and profitability while ensuring excellent customer service and timely responsiveness to assigned agencies for their commercial lines accounts. • Develop and maintain agency relationships through regular visits with agency leadership and production staff, encompassing: • Agency growth and profitability with Encova. • Agency progress towards Encova profit share program and Leaders’ Conference participation. • Encova updates and organizational changes. • Facilitate growth between all Encova profit centers and assigned agencies. • Coordinate agency training when needed and assist agencies with the tools needed to build sustainable, long-term profitable growth with Encova across all profit centers. • Gather competitive intelligence. • Stay abreast of current insurance laws and regulations. • Prospect and qualify new agents for potential appointments. • Submit written reports as required. • Attend industry events. • Determine the acceptability, quality, pricing, profitability and opportunity for new and renewal business. • Complete thorough risk analysis on designated accounts using appropriate Encova, NCCI, ISO and industry rules, policies, procedures, guidelines, etc. • Identify, create and initiate new business opportunities within current book of business and assigned agencies. • Gather and analyze information necessary to make an accurate evaluation of risk. • Determine appropriate pricing based on risk exposures, risk quality, loss potential and coverage provided. • Utilize available resources including company underwriting guidelines, business unit strategies, and consultation with others to ensure adequate understanding of risk exposures. • Prepare and participate in proposals to producers. Negotiate terms and conditions. • Ensure the proper issuance of policies, certificates, filings and notifications. • Effectively utilize rules and guidance to ensure proper policy construction. • Seek the guidance of management on risks exceeding assigned authority levels. • Identify underwriting issues; recommend and develop plans for problem resolution and implement them where appropriate. • Manage existing and prospective accounts by actively participating in account renewals, new business presentations and discussion with agents. • Participate in monitoring and analyzing performance of assigned agents; initiate actions and recognize consequences of alternative actions. • Account management including coordination of service delivery of various disciplines within the team: claim review, safety and loss services, customized reporting, etc. • Conduct/coordinate sales and training sessions and orientation of new products, programs, and systems for assigned agents. When requested, lead discussions on new underwriting approaches, coverage enhancements/changes, and underwriting projects.

• Reports Deliver hourly, daily, weekly, and month-to-date reports as required. • Analyze forecasts and identify deviations for the previous day and current day. • Determine root causes of misses and variances. • Ensure report accuracy and efficiency; identify and fix errors. • Provide real-time intraday analysis and reporting. • Segment Entry Process real-time segment entry requests. • Ensure all agent activities are properly accounted for using exception codes. • Perform real-time segment updates for absences and off-phone activities. • System Downtime Communication Communicate any system downtime to all stakeholders. • Escalate system and tool issues to Qualfon and the Client. • Provide timely, clear communication to Operations and Clients during downtimes. • Document and send downtime summary reports. • Intraday Staffing Management Monitor and manage intraday staffing levels for the program. • Provide staffing updates to Operations at each interval during business hours. • Manage staffing based on skill and organizational requirements. • Monitor actual staffing versus scheduled staffing. • Initiate overtime or off-phone activities as needed to meet weekly FTE requirements. • ACD and Schedule Adherence Monitoring Monitor real-time ACD agent work state reports. • Call out agents who are in non-adhering work states. • Monitor and report schedule adherence performance to Operations Management. • Manage auxiliary activities related to Verint schedule changes. • Queue and Skill Management Run queue checks throughout the day to validate skill plans. • Ensure queues are cleared by end of business hours. • Accommodate skill change requests from Operations or the Client. • Initiate skill changes as required.

• Schedule Generation and staffing analysis • Facilitates Staffing Calls • Schedule Management • Workforce Scheduling Tool Utilization and Maintenance • Trend Analysis • Manage Agent Leaves • Avaya Skill Set Audit

• Supports the prior authorization request to ensure all authorization requests are addressed properly and in the contractual timeline • Aids utilization management team to document authorization requests and obtain accurate and timely documentation for services related to the members healthcare eligibility and access • Supports authorization requests for services in accordance with the insurance prior authorization list • Supports and performs data entry to maintain and update authorization requests into utilization management system • Assists utilization management team with ongoing tracking and appropriate documentation on authorizations and referrals in accordance with policies and guidelines • Contributes to the authorization review process by documenting necessary medical information such as history, diagnosis, and prognosis based on the referral to the clinical reviewer for determination • Remains up-to-date on healthcare, authorization processes, policies and procedures • Performs other duties as assigned • Complies with all policies and standards