Customer Care Team Lead in Everett, WA at National General Insurance

Date Posted: 1/2/2020

Job Snapshot

Job Description

Primary Purpose:

Contribute to leadership of Customer Care 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.

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.

  • 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
  • Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Support National General 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)
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Must possess effective verbal and written communication skills
  • 6+ months of meeting goals as a Senior Customer Care Representative or equivalent experience
  • 2+ years with a performance evaluation of National General Meets Expectations
  • Cross trained on all clients
  • Proven excellent attendance

Desired Skills:

  • Bilingual skills, both written and verbal, highly desirable
  • Mortgage Lending Call Center specific experience
  • 1+ years of experience in an Insurance Call Center


Job posting ID: 2019-4158/1

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.