Technology Support Supervisor in Irvine, CA at National General Insurance

Date Posted: 8/26/2019

Job Snapshot

Job Description

Primary Purpose:

This person will provide management and oversight to our Technical Support call center. Our support model provides issue resolution for end users that subscribe to our Software as a Solution (SaaS) platform. This person must thrive in a multitask environment, and comfortable taking the lead resolving client issues, guiding internal teams, supporting new program opportunities offered to accounts, and maintaining business partnerships and expanding the National General Technology Solutions brand within existing clients.

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.

  • Ensures that the Customer/Technical Support Department meets the standards to provide Service of Excellence to all callers and meet monthly survey goals is met – internally and externally
  • Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence and Compliance
  • Monitor staff to ensure calls are handled effectively and answered in a timely basis within guidelines set by management and provide coaching to ensure quality customer service
  • Handle escalated calls seeking Quotit management as they arise to negotiate for win-win resolution
  • Coordinates, supervises and is accountable for the daily, weekly, and monthly activities of team, including but not limited to: processing refunds, upgrades/downgrades, deliveries, filing, training, scheduling, authorizations, responding to internal and external inquiries, etc.
  • Develop, maintain, and produce regular reports and KPIs in order to manage Department and provide status to management: including but not limited to Service Level Statistics, Call Volume, Answered, Wait Times, Abandon, Callbacks, Agent Performance, Incentive, Employee Forecasting/Capacity, etc.
  • Prepare and direct schedules, monitor attendance of operators, schedule breaks and shifts
  • Lead process improvement and technology solutions projects related to the Department
  • Maintains a high level of knowledge and procedural expertise in all functions of operations and internal polices and guidelines
  • Interview and hire staff, manage performance goals and annual salary reviews, and provide counseling and corrective discipline
  • Communicate solutions, successes, and opportunities to the superiors

 

Minimum Skills and Competencies:

  • 2+ years of supervisory customer service experience
  • College Degree or equivalent education, training and work-related experience.
  • Skills (Computer Applications, Technical, Interpersonal, Problem Solving, etc.)

 

Desired Skills:

  • Technical support experience preferred.
  • 2+ years of experience providing technical support to consumers
  • Experience with Project Management and Data Analytics
  • Experience with Health Insurance products as well as regulatory requirements including but not limited to the Affordable Care Act (ACA)
  • Experience with financial and third party systems such as Oracle, Zuora, Saleforce
Job posting ID: 2019-0140/1

Job Requirements

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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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