• Handles 1st party property claims of moderate severity and complexity as assigned. • Completes field inspection of losses including accurate scope of damages, photographs, written estimates and/or computer assisted estimates. • Broad scale use of innovative technologies. • Investigates and evaluates all relevant facts to determine coverage, damages and liability of first-party property damage claims (including but not limited to analyzing leases, contracts, by-laws and other relevant documents which may have an impact), damages, business interruption calculations and liability of first-party property claims under a variety of policies. • Secures recorded or written statements as appropriate. • Establishes timely and accurate claim and expense reserves. • Determines appropriate settlement amount based on independent judgment, computer assisted building and/or contents estimate, estimation of actual cash value and replacement value, contractor estimate validation, appraisals, application of applicable limits and deductibles and work product of Independent Adjusters. • Negotiates with multiple constituents, i.e.; contractors or insured’s representatives and conveys claim settlements within authority limits. • Writes denial letters, Reservation of Rights and other complex correspondence. • Properly assesses extent of damages and manages damages through proper usage of cost evaluation tools. • Meets all quality standards and expectations in accordance with the Knowledge Guides. • Maintains diary system, capturing all required data and documents claim file activities in accordance with established procedures. • Manages file inventory to ensure timely resolution of cases. • Handles files in compliance with state regulations, where applicable. • Provides excellent customer service to meet the needs of the insured, agent and all other internal and external customers/business partners. • Recognizes when to refer claims to Travelers Special Investigations Unit and/or Subrogation Unit. • Performs administrative functions such as expense accounts, time off reporting, etc. as required. • Provides multi-line assistance in response to workforce management needs; including but not limited to claim handling for Auto, Workers Compensation, General Liability and other areas of the business as needed. • May provides mentoring and coaching to less experienced claim professionals. • May attend depositions, mediations, arbitrations, pre-trials, trials and all other legal proceedings, as needed. • CAT Duty ~ This position will require participation in our Catastrophe Response Program, which could include deployment away for a minimum of 16 days (includes 2 travel days) to assist our customers in other states. • Must secure and maintain company credit card required. • In order to perform the essential functions of this role, acquisition and maintenance of Insurance License(s) and/or a UAS Remote Pilot Certification may be required to comply with federal, state, and Travelers requirements.

• Execute strategic account plans in partnership with the Strategic Account Manager to drive growth within assigned customer accounts • Identify opportunities to increase product adoption, expand product portfolios, and grow revenue within existing strategic accounts • Manage the consultative sales process by presenting value-based solutions that align with customer business objectives • Coordinate product demonstrations, technical training, field evaluations, and product trials to support customer success • Partner with Territory Sales Representatives to ensure consistent execution and customer support across multiple locations • Collaborate with Customer Service, Marketing, Technical Services, Supply Chain, Regulatory, and Operations to deliver exceptional customer service and resolve customer needs • Utilize Salesforce and business intelligence tools to manage customer activity, monitor account performance, and identify growth opportunities • Prepare and participate in customer business reviews by analyzing account performance and presenting business recommendations • Provide customer feedback, competitive intelligence, and market insights to support strategic account planning • Represent MGK professionally at customer meetings, industry events, and trade shows • Travel as required to support assigned accounts and business objectives • Complete other duties as assigned

• Handle inbound calls, chats, and emails from Consumer customers with professionalism and empathy • Resolve product, order, warranty, and service inquiries with a strong focus on first contact resolution • Accurately document interactions and outcomes in CRM and internal systems • Navigate complex or escalated customer situations independently, applying sound judgment and company policy • Maintain strong performance across quality, productivity, and customer satisfaction metrics • Initial point of contact for consumer related inquiries and action pertaining to all Masco Canada product offerings. • Inquiries include, but are not limited to, pricing, specification questions, troubleshooting, repair and installation, features and benefits, product options, proof of delivery, warranty and where to purchase. • Assist the consumer through the administration of our warranty policies and procedures and action the request appropriately. • Maintain a good level of understanding and knowledge of our product offering and its functions through ongoing training sessions in order to effectively answer consumers’ inquiries. • Responsible for the timely review and follow up of all consumer related calls, emails and chats located within the general Customer Service mailbox, as well as personal mailbox. • Refer calls or emails to the technical team as required. Escalate to supervisor when applicable. • Report & document any potentially quality or compliance issues for Performance Management. • Ensure compliance with the Masco Canada Product Compliance Management System • This will be a blended process with prime focus on calls. • Entry of consumer warranty orders required from an incoming call, chat, or email • Order management tasks, not limited to reports and analysis

• Educate potential clients on value of Bonterra software and services • Prospect new accounts and outreach at fast-pace/high volume • Understand customer needs and effectively communicate product platform benefits • Schedule qualified calls and product demonstrations for Account Executives • Meet performance-based goals around outbound activity and qualified meetings • Use Salesforce for lead/customer management and sales forecasting