• Monitor case queues daily for incoming activity. • Triage, analyze and either reassign or resolve inquiries assigned to applicable queues in CRM. • Keep CRM current and accurate based on information received by clients and broker partners. • Assist with monitoring and reporting on multiple performance metrics, including but not limited to daily case activity & phone activity. • Call calibrations – pull, monitor and score a random sampling of calls monthly. • Review and reassign or complete tasks assigned to Account Management team. • Process various documents through legacy or enhanced platform (miscellaneous documents that need to be processed, specific updates that are reported out of various systems, etc.). • Act as a liaison between the Account Management and Claims teams to ensure all claims documentation is complete, up to date, and accurate. • Coordinate claim feed authorization forms – work with Account Manager to validate claim parameters, complete form and send to carrier. • Pull system reporting to support performance guarantees for applicable clients; prepare final reporting to provide to client(s). • Monitor quarantined emails daily for release. • Support client interactions as needed. • Perform other duties as assigned. • Maintain quality work that exemplifies and promotes our company’s core values.