• Supervise the professional staff in the handling of property claims within specified unit by assigning new and transferred losses to staff, reviewing initial investigations, evaluations, demands, authority for settlement, reserve recommendations, etc., providing guidance and recommending action plans. • Assists in the development of basic objectives, procedures, and operations of the branch; analyzes operating results relative to established guidelines and takes appropriate action to improve performance and productivity. • Assists in the direction of the claims branch to minimize indemnity and expense impact, to ensure appropriate reserve levels, and to implement claims objectives, policies, and procedures. • Maintains performance records and prepares reports for management regarding unit operations, production, and expenses, as necessary. • Ensure excellent customer service is provided by Property Claims professionals and directly address escalated customer service issues. • May review and approve utilization of vendors for investigative purposes to ensure proper expense controls exist. • Represents the Company and branch in relationships with consumers, government agencies, independent vendors, and agents. • Screens files for possible coverage issues, fraudulent or inflated claims or questionable activity and transfers files to appropriate department for further investigation as needed. • Reviews team member work quality and service interactions with customers by conducting ride-alongs, sit-alongs and file reviews

• Oversee a team of medical coders, providing guidance, support, and training • Review and audit coded data to ensure accuracy, completeness, and compliance • Ensure compliance with all regulatory requirements • Provide ongoing training to coding staff • Resolve coding-related issues and discrepancies • Track and monitor individual coder performance

• Greet visitors and clients with a professional appearance and a smile • Answer incoming phone calls • Manage appointments and scheduling reservations • Promote and sell products and treatments, achieving sales targets and goals • Respond to inquiries and provide information to clients • Process payments and maintain accurate sales records • Maintain a tidy and organized front desk area • Assist with administrative tasks such as data entry, filing, and photocopying

• Oversee daily SOC operations and monitor the health of the alert and ticket queue • Balance workloads across SOC team members to ensure efficient operations • Act as Incident Commander during critical or high-impact security incidents • Lead communications with customers, internal IT teams, and executive stakeholders during major incidents • Ensure the team consistently meets SLAs for triage, response, escalation, and resolution • Remove technical, operational, or cross-functional blockers impacting investigations • Serve as the highest point of operational escalation for the team or shift • Review handoff logs and ensure continuity across shifts • Lead, coach, and develop SOC staff across multiple experience levels • Conduct regular 1-on-1 meetings focused on performance, growth, and career development • Manage shift schedules, coverage plans, on-call rotations, and time-off requests • Build training plans and support skill development for junior and mid-level analysts • Conduct regular QA reviews of closed, escalated, and high-impact tickets • Ensure SOC documentation is accurate, complete, professional, and audit-ready • Identify recurring quality issues or knowledge gaps across the team • Provide clear, actionable feedback to improve analysis quality and communication • Enforce the use of approved playbooks, SOPs, and standardized workflows • Analyze SOC metrics such as time to triage, time to contain, response efficiency, and queue aging