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Conducts telephone interviews with insurance applicants and policyholders to verify application and policy information. Gathers driving history and household risk details, documents interactions accurately, communicates with customers and internal teams, and provides underwriting information for automobile, homeowners, and umbrella insurance products. The role also supports customer service cross-training, interviewer training, underwriting process knowledge, and special projects.

Leads and supervises process engineering and continuous improvement efforts. Manages team development and employee lifecycle activities, prioritizes operational improvement opportunities, facilitates cross-functional process discovery, applies Lean Six Sigma and data-driven analysis, and oversees process and system enhancements. Ensures measurable goals, ROI, sustainable implementation, stakeholder alignment, change adoption, and high-quality recommendations that improve efficiency, customer experience, and business performance.

Leads and develops a business analysis team while overseeing performance, workload, resources, and daily operations. Reviews requirements and deliverables, resolves gaps and escalated issues, facilitates cross-functional alignment, supports Agile delivery, and ensures requirements are complete, testable, traceable, and aligned with business and technology objectives. The role also supports strategic planning, continuous improvement, employee lifecycle activities, and consistent business analysis standards.

Leads and develops a project management team, overseeing performance, workload, resources, and employee lifecycle activities. Guides project managers through planning, governance, risk management, stakeholder alignment, budgeting, scheduling, and execution. Partners with business and technical leaders to resolve issues, facilitate decisions, monitor delivery, and align project roadmaps with organizational objectives. Promotes consistent project management practices, documentation, governance, and continuous improvement.

Supervises law office support staff and paralegals, coordinating workloads, schedules, case files, deadlines, workflows, training, quality assurance, and performance tracking. The role supports attorneys with legal research, medical-record organization, document production, and litigation processes. Responsibilities also include recruiting, coaching, timekeeping approval, employee relations, vendor invoice oversight, process improvement, and reporting productivity and case metrics to management.

Handles no-fault insurance claims from coverage verification and investigation through evaluation, payments, denials, subrogation, and settlement. Reviews medical injuries, reserves claims, identifies fraud indicators, assesses independent medical examination needs, and determines loss-of-earnings reimbursements. Communicates with claimants, manages concerns, maintains accurate records and payment worksheets, meets processing timelines, complies with insurance regulations, and may testify in court.

Processes, sorts, scans, indexes, stores, retrieves, and distributes incoming documents and packages. Reviews records for accuracy and completeness, converts files to PDF, researches checks and return checks, maintains scanning equipment, assists customers, and meets time-sensitive deadlines while handling confidential records and participating in office projects and training.

Analyze product performance and KPIs to identify growth and profitability opportunities. Retrieve, verify, and structure data from multiple sources; produce reports, charts, and ad-hoc analyses using Business Objects, Crystal Report, SAS, and Excel. Support rate change analysis and regulatory filing documentation while collaborating with cross-functional teams on product initiatives and competitive research.

Prepare and analyze structured insurance data, perform EDA, and build/validate predictive models for risk, claims, pricing, and fraud. Collaborate with senior data scientists and stakeholders, ensure model transparency and regulatory compliance, communicate insights, and support improvements to data pipelines and analytical processes.

Develop, deploy, and maintain predictive models and perform advanced analysis to generate actionable insights. Manage model lifecycle (validation, monitoring, retraining), collaborate with engineers and business partners, design experiments, document processes, and mentor junior data scientists while promoting analytical best practices.