Customer Care Specialist III in WFH-Louisiana at National General Insurance

Date Posted: 5/18/2020

Job Snapshot

Job Description

Primary Purpose:

Functional Job Title:                     Customer Care Specialist III

Reports To:                                      Insurance Service Supervisor

Job Family:                                      Policy Operations

Effective Date:                                09/2016

Primary Purpose:

Responsible for customer service inquiries received from internal and external customers along with maintaining and growing a relationship between National General Insurance Company policyholders and independent agents.  Also responsible for responding to escalated customer inquiries, serving as a technical resource, and mentoring personnel.

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.

  • Take ownership of any inquiry,  issue, problem, or error that could potentially impact the policyholder or Independent Agent and determines appropriate course of action
  • Answer technical questions from Insurance Service Representative as well as answers inbound calls and fields questions pertinent to an existing insurance policy and determine appropriate course of action
  • Initial point of contact after the sale of the policy includes but is not limited to: recognizing exposure and asking the appropriate, probing questions
  • Coach and provide leadership in team, daily support to team members with issues, irate callers, and escalated calls
  • Research and resolve escalated customer and process issues
  • Follow up as needed, approve exceptions based on level of authority and alert Supervisor of questionable transactions
  • Assist with reports, projects, and meetings as needed
  • Document specific details of call interaction, process endorsements and Department of Motor Vehicle filings, answer billing questions and take payments,  and dedication to customer service
  • Answer policy level requests for Health such as  policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts,  and  refunds (Health)
  • Perform other duties as requested
  • Effectively answer all calls; de-escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution
  • Access policy details to determine extenuating circumstances including but not limited to: providing coverage information and explanation, answer complex billing questions, process policy changes accurately, and collect pertinent underwriting information to ensure the correct premium is assessed on the policy
  • Handle situations independent of a supervisor with ability to resolve conflicts and empathize with customers
  • Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers
  • Share feedback when training opportunities are identified
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Effectively communicate through oral and written communication
  • Continuously consider process improvements and shares opportunities with Leadership
  • Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality

    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)
  • Excellent verbal and written communication skills
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
  • Ability to work independently as well as in a team environment
  • Ability to successfully complete HIPPA certification annually (Health)
  • Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
  • Ability to adapt to new situations and learn quickly 
  • Ability to multi-task and manage several systems on a daily basis
  • Ability to make decisions quickly based on expert knowledge of processes, guidelines, and systems  while balancing company guidelines and customer needs
  • High degree of dependability, motivation and flexibility
  • Demonstrate effective leadership, diplomacy,  and coaching/mentoring skills
  • Demonstrate professional phone etiquette
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines

    Desired Skills:

  • 1+ years of experience as an Insurance Service Representative
  • Ability to type a minimum of 30 words per minute while speaking to customers
  • 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

#LI-HH1

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.

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