Sr. Business Operations Quality Analyst (REMOTE) in WFH-Arizona at National General Insurance

Date Posted: 11/9/2020

Job Snapshot

Job Description

Primary Purpose:

Responsible for handling all lender audit files that are received from National General Quality Assurance team or the lender. Detailed review and research of each audit finding to determine if it is valid or not. Responsible for determining root cause and developing a remediation plan. Maintain positive relationships with the client, facilitate regular communication, liaise with internal business units, participate in project management and oversee resolution of audit findings to ensure delivered services meet client needs and expectations. 

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.

  • Review and research Quality Assurance and lender Audit
  • Provide clear and concise explanations as to why audit finding is valid or not
  • Research to determine root cause of audit finding and assist with the development of remediation plan
  • Create PSR’s and ISA tickets for new process changes or enhancements
  • Assist with the implementation of new process changes or enhancements
  • Provide assistance with Line of Business training
  • Create and implement interim manual processes until permanent fix is implemented
  • Create CAPA’s and Go to Green’s for monthly audit fails and attend monthly call to review these with lender
  • Assist line of business with creating and updating P&Ps and Job Aides
  • Provide UAT and PPV on assigned projects
  • Provide line of business with internal reporting on audit trending results
  • Work with LOB’s on identifying remediation plans
  • Facilitate successful implementation of client projects within area of responsibility
  • Communicate requirements, participate in oversight of project design and implementation and collaborate across multiple lines of business to guide delivery of effective solutions in response to client needs and requests
  • Monitor processes and systems for potential risks to client
  • Escalate issues as required to support functionality of required line of business systems and tools
  • Support positive relationships with the client by communicating timely with lender on audit responses
  • Liaise with internal business units to ensure alignment of lender audit findings and identified remediation plans
  • Track problems, analyze risks and escalate to the appropriate business units
  • Contribute to delivery of effective solutions and share status with key stakeholders
  • Communicate changes and issues to other sites that are directly involved in the same clients
  • Provide a positive environment by modeling cultural expectations and influencing others 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
  • Understand and adhere to documented National General Insurance standard business practices and the 4 E’s: Engaged, Energized, Empowered, and Execute

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’s Degree or in-lieu of degree equivalent education, training and work-related experience
  • 4+ years of relevant experience
  • Utilize research and investigative techniques to analyze complex issues and situations
  • Effectively and efficiently present logic, reasoning and analysis to others
  • Advanced knowledge of technology platforms, systems and tools utilized by business units within area of responsibility
  • Ability to evaluate situations and identify strengths and weaknesses of alternative solutions to problems
  • Advanced knowledge of insurance servicing processes; Moderate level of business acumen and relevant industry knowledge
  • Anticipate obstacles, estimate time and resources needed for the completion of a project
  • Intermediate to advanced knowledge of policies and best practices
  • Provide effective customer service and represent the organization to external sources by phone, in person and through email
  • Ability to troubleshoot issues and problem resolution skills preferred
  • Evaluate all identified problems to identify the proper solutions and escalate issues when necessary
  • Proficient in Microsoft Office (Word, Excel, Outlook and Power Point)
  • Must possess effective verbal and written communication skills
  • Communicate information in a clear, well-organized and professional manner
  • Ability to adapt to new situations and learn quickly 
  • Able to multitask in a constantly changing, fast paced environment

Desired Skills:

  • Negotiate skillfully with both internal and external groups to settle differences and prepare a plan of action
  • Collaborate across departments and with people at different levels within the organization to accomplish a common goal
  • Build and capitalize on beneficial internal and external relationships
  • Advanced knowledge of iSeries and CCS

#LI-JD1

#LI-remote

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.