• 2nd Level telephone contact support • Respond to and resolve customer requests related to software, hardware and network operations difficulties • Accurately document calls and cases • Keep customer aware of resolution steps • Follow up Service Centre cases and requests to completion • Provide clients with problem reference numbers and request numbers • Enter all troubleshooting/resolution steps into the ticket • Escalate tickets as needed if on-site support is required • Resolve a minimum of 12 tickets per day • Assist in cross training and communicate quick fixes • Identify process efficiencies within the Service Centre and take corrective action to implement change

• Represent Veterans applying for VA Disability Compensation • Responsible for all aspects of representation for claims and appeals for VA Disability benefits • Interview Veterans • Analyze medical and military service records • Prepare appeals with supportive written summaries and evidence • Attend hearings • Evaluate claims for appeal • Travel to hearings is required; encourage use of BVA’s virtual hearing option

• Conducting triage/categorization of potential Events and Incidents • Conducting initial evidence collection, case creation, and coordination/hand-off to other teams as necessary • Responding in a timely manner (within documented SLA and Run Book) to support tickets • Contributing to Incident Handling documentation such as standard operating procedures, playbooks, briefings and executive reports • Utilizing SIEM for detection and documentation of security events and incidents • Performing threat mitigation as required

• Reporting to the Fleet Asset Manager, the Claims Recovery Agent is responsible for assisting customers, suppliers, and the extended team by navigating through the claims process. • This role administers, communicates, and recovers third-party at-fault claims within a fast-paced environment. • The Claims Recovery Agent manages recoveries from Third Party Insurers for customers who have encountered motor claims during their Karmo group subscription, driving the recovery phase of the process. • A core requirement is maintaining high-level oversight of claim handling, archiving, reporting best practices, and documenting relevant departmental policies. • Execute internal claims management protocols to ensure best practices and maximize recovery outcomes. • Lead settlement negotiations with involved third-party insurers. • Collaborate with the Asset Manager to mitigate and finalize third-party losses. • Manage the recovery of losses resulting from motor vehicle collisions. • Administer claims files effectively through comprehensive administrative management. • Update and maintain accurate file records within the claims database systems. • Serve as the primary point of contact for the Asset Manager regarding recovery processes. • Consistently provide exceptional customer service performance. • Partner with operations to drive continuous improvement in claims reporting and management. • Foster strong collaborative relationships across the Karmo group and with external supply networks.