• Conduct on-site residential home energy assessments, and work quality verifications including data collection and diagnostic testing • Communicate program information and next steps clearly to customers in English and Spanish (written and verbal) • Serve as the primary point of contact for customers throughout the assessment and provide clear handoff to program team for remainder of project lifecycle • Identify customer needs and recommend appropriate energy efficiency upgrades • Coordinate with program team and contractors to support timely and compliant installation of measures • Maintain strong ongoing communications with participating customers to assess their needs and to receive feedback on their experience with program participation • Prepare deliverables for management and clients, report activity in the market and document interactions with stakeholders • Lead outreach efforts to increase awareness and participation in energy efficiency programs • Build and maintain relationships with community-based organizations, partners, and local stakeholders • Represent the program at community events, workshops, and outreach activities • Conduct targeted outreach to Spanish-speaking and underserved communities • Develop strategies for generating customer leads through partnerships and outreach activities

• Manage and grow a network of Insulation Contractors and Trade Allies supporting the Wisconsin Focus on Energy and IRA (HOMES and HEAR) programs. • Recruit, train, and develop strong relationships with insulation contractors, energy assessors, and trade allies to drive participation in energy efficiency programs. • Lead contractor outreach efforts, answer program-related questions, and support participation in IRA programs including HOMES and HEAR. • Design and execute outreach strategies to attract new customers, trade allies, and contractors while expanding program visibility. • Serve as a liaison between customers, contractors, and internal teams to ensure a seamless experience and high customer satisfaction. • Plan, coordinate, and staff community events (e.g., state fairs, local events), including tabling and delivering presentations to stakeholders. • Conduct market research to identify key business segments and trade allies, building and maintaining a strong, registered contractor network. • Support program delivery through occasional QA/QC activities, audits, and integration of program offerings into customer operations. • Monitor program performance, track leads and project progress, identify improvement barriers, and prepare regular reports on program metrics and outcomes.

• 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.