Tracking Operations Analyst in Mesa, AZ at National General Insurance

Date Posted: 6/30/2019

Job Snapshot

Job Description

Primary Purpose:

Maintain positive relationships with assigned clients by facilitating regular communication, resolving client requests, liaising with internal business units, participating in project management and overseeing resolution of issues 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.

  • Support positive relationships with assigned external clients by communicating regularly to understand business needs, researching client requests, and liaising with internal business units to ensure alignment of lender services with key stakeholder expectations
  • Facilitate successful implementation of client projects within area of responsibility by communicating requirements, participating in oversight of project design and implementation and collaborating across multiple lines of business to guide delivery of effective solutions in response to client needs and requests
  • Assist with resolution of client issues by tracking problems, analyzing risks and escalating to the appropriate business units to contribute to delivery of effective solutions and share status with key stakeholders
  • Contribute to delivery of effective and accurate client services by communicating with cross-functional internal support teams to resolve client issues, manage client requests and ensure success of service enhancements, ad hoc projects and change management initiatives
  • Ensure timely resolution of technology issues by monitoring processes and systems for potential risks to client services and escalating issues as required to support functionality of required line of business systems and tools
  • Create & Update P&Ps & Job Aides
  • Create PSR’s and assist in implementation
  • Line of Business Training
  • UAT, PPV on assigned projects
  • Contribute to continuous improvement of operations across multiple lines of business by managing audit information, documenting procedures and observing and analyzing business processes to identify potential audit risks and opportunities for integration and increased effectiveness
  • 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

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)
  • 2+ years of relevant experience
  • Customer service experience; experience in the insurance servicing industry; experience building relationships with external clients; increasing levels of responsibility
  • Applied knowledge of insurance servicing processes; basic level of business acumen and relevant industry knowledge
  • Effective research & investigative skills
  • Basic knowledge of technology platforms, systems and tools utilized by business units within area of responsibility
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Basic knowledge of policies and best practices for providing effective customer service and representing the organization to external sources by phone, in person and through email
  • Plan and coordinate cross-functional projects; oversee execution and measure results
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Anticipate obstacles, estimate time and resources needed for the completion of a project
  • Build and capitalize on beneficial internal and external relationships
  • Utilize research and investigative techniques to analyze complex issues and situations; effectively and efficiently present logic, reasoning and analysis to others
  • Must possess effective verbal and written communication skills
  • Communicate outside and across the organization and share information as a positive aid to achieve best practice and objectives
  • Understand the needs and goals of a customer and actively look for ways to meet them
  • Utilize established procedures to guide decision making
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Maintain composure and act decisively in unexpected or ambiguous situations
  • Professional, polished, poised and positive demeanor
  • Escalate issues when necessary

Desired Skills:

  • Bachelor’s Degree or in-lieu of degree equivalent education, training and work-related experience


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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