Operations Project Support Analyst in WFH-North Carolina at National General Insurance

Date Posted: 10/14/2021

Job Snapshot

Job Description

Primary Purpose:

Support the Manager of Operations with outage research, acquisition planning, IVR enhancements, and other projects impacting Operations.

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.

  • Research and review system outages to quickly determine whether issue needs to be escalated to IT or referred as a production problem to the product problem team
  • Track and trend all outages reported using Microsoft Excel
  • Provide updates and communications to the KIP team
  • Follow-up with all impacted parties with any updates or resolutions surrounding outages
  • Escalate critical issues
  • Serve as a backup to the Manager of Operations Projects by attending any high level outage meeting with the Executive leadership from AmTrust and NGIC
  • Assist with troubleshooting any issues with the I3 Interaction Desktop Client and/or ICBM
  • Assist with troubleshooting and support any staff working from home via Citrix
  • Effectively communicates within all Operational Centers, with other business partners and third parties
  • Demonstrate managerial courage when communicating with senior leadership
  • Research and resolve escalated requests and or complaints from internal staff such as representatives, Supervisors, Territory Sales Mangers, and/or Executive leadership
  • Continuously consider process improvements and implements best practices
  • Analyze large amounts of data and listen to calls to determine IVR opportunities
  • Handle administrative work – time cards, reports, spreadsheets, etc
  • Participates in teams meetings
  • Occasionally participate as an SME on projects impacting Operations
  • Assist in IVR testing

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
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Must possess effective verbal and written communication skills
  • Works independently with little supervision
  • Highly effective in managing change, multiple priorities, and exercising sound judgment
  • Action oriented decision making with problem solving skills with the ability to improve processes by utilizing creativity, innovation, and execution
  • Ability to identify and implement best practices
  • High degree of dependability and motivation
  • High degree of initiative, mature judgment, and discretion
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Thorough knowledge on how to use and troubleshoot in I3 Interaction Desktop and ICBM
  • Ability to type quickly and accurately
  • Extensive & thorough knowledge of NPS policy processing system and functionality

Desired Skills:

  • Experience using I3 Dialer & Administrator
  • Property and Casualty insurance experience
  • Project management experience
  • Testing experience
  • SharePoint Experience
  • Experience using Citrix remotely
  • Experience working with IVR applications and basic understandings of API’s
  • Technical support desk experience
  • Experience in navigating/testing IVR applications
  • Experience building reports in Crystal, Cognos & Qlikview and working with SQL

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., a member of the Allstate family of companies, 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.