Loss Drafts Specialist Team Lead in Work From Home at National General Insurance

Job Description

Job Summary:

The Loss Drafts Specialist is responsible for assisting leadership of Loss Draft team by mentoring representatives, monitoring and coaching performance, resolving escalated calls and providing advice and guidance to support achievement of department quality and productivity standards.

Key Responsibilities:

• Coach and develop customer care representatives by supporting supervisors, mentoring team members and providing advice and feedback as required to guide success of customer service team and meet service level expectations
• Contribute to effectiveness of customer service by promoting organizational policies and best practices, auditing random accounts for accuracy and compliance and monitoring calls against established metrics to ensure alignment with productivity and quality standards and achievement of service level agreements
• Assist with department initiatives by participating in assigned projects and assuming supervisory duties as required to support delivery of effective client and customer care programs and ensure team alignment with business goals
• Assist with resolution of escalated calls by utilizing knowledge and available resources to answer teammates’ questions, resolve customer inquiries and notify up-line of issues pending resolution
• Update key stakeholders on customer care team progress by communicating with supervisors and managers to report issue status and provide feedback on team performance
• Support training of employees by reviewing training resources, instructing and assisting with workstation setup and distributing reference material to streamline transition of new hires into department functions
• Provide subject matter expertise by utilizing comprehensive knowledge of processes, queues and client-specific procedures to support customers in multiple areas and assist team members and internal departments with complex situations

Supervisory Responsibilities:

This job does not have supervisory duties

Preferred Qualifications:

Education and Experience

• High school diploma or equivalent experience
• 2 or more years of experience

Certificates, Licenses, Registrations

• None

Functional Skills

• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Ability to communicate effectively both verbal and written

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National General prides itself on offering our employees a robust Total Rewards package which includes base salary.  The base range offered for the role is: $43,750.00 - $46,200.00 and may vary based on internal equity, and job-related skills, knowledge and experience; among other factors.  Other financial components may be added as part of the competitive compensation package, in addition to a full range of benefits, dependent on the level and position offered.

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.