Call Center Director - Preferred/Premier in Winston-Salem, NC at National General Insurance

Date Posted: 11/4/2019

Job Snapshot

Job Description

Primary Purpose:

This position is responsible supporting Operations VPs in executing strategic planning initiatives, creating and managing service standards, establishing budget planning, coordinating expense management and developing direct reports.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Responsible for providing direction to departmental leaders of Operations teams which includes staffing, monitoring and controlling expenses, establishing team and individual objectives, and ensuring department objectives are met; including, management, performance evaluation, approving salary changes and making salary recommendations to senior management
  • Clearly echo business strategies, create alignment, and adeptly identify and pursue new opportunities
  • Develop and maintain effective business relationships with internal and external clients in order to attract, develop/grow, and retain profitable business while acting as a liaison to third party business partners
  • Facilitate discussions while interacting with numerous departments including Product Management, IT, Marketing, Finance and Compliance to ensure that all in place processes and procedures are being executed properly, and make recommendations on any gaps in order to improve the processes in place
  • Maintain compliance with all regulatory requirements as well as internal policies, procedures and processing standards
  • Create service standards while ensuring the efficient operation of all areas in Operations
  • Direct resolution of problems, complaints and general public relation issues, which arise concerning service
  • Review and report work volume and operating results while providing regular communication to senior level management
  • Direct special projects or requests
  • Responsible for proposing departmental budgets and operating within defined amounts
  • Provide direction to ensure the successful management of employee and customer satisfaction
  • Research and resolve escalated requests and or complaints from customers, etc


Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor Degree or in-lieu of degree equivalent education, training and work-related experience
  • Solid proficiencies in managing multiple departments through consistent performance and results
  • 5+ years of experience in an Operations Management role
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Solid ability to interpret research and opinions and apply accurately to establish action plans
  • Solid understanding of global company knowledge, totality of impact of decisions, and leadership abilities
  • Exceptional leadership and diplomacy skills
  • Able to coach, develop and mentor to bring out the best in the employee
  • Proven record of having successfully achieving business goals, including managing staff members
  • Excellent negotiation, organization, and time management skills
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Outstanding customer service, communication, and presentation skills
  • Proven ability to design and map workflow
  • Must be able and willing to travel when requested
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • High degree of initiative, mature judgment, and discretion
  • Ability to resolve conflicts and empathize with others is critical
  • Negotiation skills are important for resolving issues
  • Must possess effective verbal and written communication skills
  • Ability to find answers to more complex issues with insurance law and is a source of direction / assistance for other reports


**Must have Property insurance experience (home, package, flood, farm, etc.)**


Desired Skills:

  • Clear understanding of National General culture and how Operations supports the business
  • Solid knowledge of structure, functions, flow, and procedures of Policy Operations
  • Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health,  and/or homeowners products
  • Active Property & Casualty License
  • Bilingual
Job posting ID: 2019-3860

Job Requirements


About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.



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