Customer Care Manager in Mesa, AZ at National General Insurance

Date Posted: 2/19/2021

Job Snapshot

Job Description

Primary Purpose:

Oversee delivery of loss drafts services within area of responsibility by managing team workload and performance, resolving escalated issues, communicating with clients and recommending process improvements to provide effective client support and ensure achievement of service level agreements within area of responsibility

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.

  • Manage loss drafts team performance within area of responsibility by delegating workload, monitoring success against established metrics and delivering regular performance reviews to support efficiency and effectiveness of processing functions
  • Foster positive relationships with clients by communicating regularly to share knowledge, update key stakeholders, collaborate on issue resolution and improve alignment of services with client goals and expectations
  • Support delivery on service level agreements by tracking team adherence to quality and productivity standards, reporting progress to senior management and managing compliance with organizational policies and procedures to ensure effective client service and support within area of responsibility
  • Guide team operations within area of responsibility by implementing established strategies, promoting best practices, resolving escalated issues and managing delivery of training programs to ensure effectiveness of team performance and support achievement of department objectives
  • Contribute to improvement of Loss Drafts services within area of responsibility by monitoring effectiveness of processes, identifying opportunities for efficiency and providing senior management with recommendations to ensure achievement of established business goals
  • Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development
  • Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and  properly accounting for expenses to meet requirements and achieve fiscal responsibility
  • Provide a positive environment by modeling cultural expectations and guiding leaders to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Adopt National General Insurance values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives

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.

  • High school diploma or general education degree (GED)
  • 6+ years of relevant experience
  • Experience managing complex processes; customer service experience; experience managing or leading others; increasing levels of responsibility
  • Basic knowledge of business and management principles involved in the coordination of people and resources
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Applied knowledge of principles and best practices for providing effective customer service
  • Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components and concepts
  • Motivate, develop, and direct people as they work; evaluate performance and provide effective feedback
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Utilize established metrics to monitor performance of direct reports, processes and operations within area of responsibility
  • Communicate long-range objectives and implement established strategies and actions to achieve them
  • Implement planning to prioritize, organize and measure work; delegate and assign tasks to ensure timely goal achievement
  • Foster beneficial relationships with internal and external key stakeholders
  • Advise and mentor direct reports; provide effective feedback and performance planning
  • Must possess effective verbal and written communication skills
  • Understand team dynamics and utilize the individual strengths of each member to achieve results
  • Show empathy and sensitivity to the experience of others
  • Escalate issues, when necessary

Desired Skills:

  • Experience in the mortgage servicing industry

#LI-JD1

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.

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.