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Lead Back Office Representative in Winston-Salem, NC at National General Insurance

Date Posted: 6/10/2019

Job Snapshot

Job Description

Primary Purpose:

Responsible for assisting the supervisor with the management of daily activities, responding to escalated customer inquiries, serving as a technical resource, training and mentoring personnel.


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.

  • Perform the role of Work Force management in relation to daily work assignments including any preparation to spreadsheets, emails or reports prior to work distribution, monitoring of the work throughout the day for progress, reallocating resources as needed, identifying, escalating, communicating and following through to resolution any work flow issues, and collaborates with other Back Office team Leads to determine loan in/out of resources
  • Train new hires on the technical aspects of their role, track their quality and make recommendations to Supervisor regarding their progress for releasing or additional training needs; also trains internal/external employees on ANA work flow tool as needed
  • Research and resolve escalated internal and external customer and process issues (such as outages), follow up as needed, approve exceptions based on level of authority, process complex transactions including working with business partners internal and across locations such as IT, Finance, Product, Compliance, Agency Services in order to complete transactions
  • Utilize Share Point IT tool to assist in research as well as to open and close issues as needed to complete process steps and alerts Supervisor of questionable transactions
  • Take ownership of any escalated  inquiry,  issue, problem, or error that could potentially impact the policyholder or Independent Agent and determines appropriate course of action
  • Answer technical questions and provide direction for Back Office team members  as well as serve as triage point of contact for business partner’s technical questions such as Call Centers
  • Handle coordination of system clean ups including recognition of issues with clean up, processing, and communication to IT regarding progress and completion
  • Serve as the triage point of contact for production problems identified by Back Office members, submit to Production Problem team, determine any applicable process changes  until production problem is resolved and communicate with Back Office team and other impacted business partners as applicable
  • Coach and provide leadership in team, daily support to team members with issues, irate callers, and escalated calls
  • Assist with reports, projects, and meetings as needed
  • Document detailed stepped processing procedures for Back Office functions and aligns level of changes, updates or additions that need to be made to the Knowledge Management  tool
  • Answer policy level requests such as  policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts,  and  refunds
  • Effectively answer all triage calls or escalated requests while providing solutions that leave the customer satisfied with the resolution
  • Access policy details to determine extenuating circumstances including but not limited to: providing coverage information and explanation, answer complex billing questions, process policy changes accurately, and collect pertinent underwriting information to ensure the correct premium is assessed on the policy
  • Handle situations independent of a supervisor with ability to resolve conflicts and empathize with customers
  • Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers
  • Share feedback when training opportunities are identified
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Effectively communicate through oral and written communication
  • Continuously consider process improvements and shares opportunities with Leadership
  • Perform other duties as requested


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) required
  • 3+ years of Senior Service Support Representative experience
  • Excellent verbal and written communication skills
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
  • Ability to type a minimum of 30 words per minute while speaking to customers
  • Ability to work independently as well as collaboratively in a team environment
  • Manages time wisely by prioritizing work load to meet deadlines
  • Ability to successfully complete Hippa certification annually (Health)
  • Candidates must be customer-oriented and able to effectively trouble shoot and resolve internal and external customer questions and concerns
  • Ability to adapt easily with a high level of flexibility in a constantly changing and fast paced environment i.e. scheduling, process improvements, and regulatory changes
  • Ability to multi-task and manage several systems on a daily basis
  • Ability to make decisions quickly based on expert knowledge of processes, guidelines, and systems  while balancing company guidelines and customer needs
  • Demonstrates an in depth knowledge of Back Office processes, procedures, and work flows with an understanding of acquisition impacts, overall infrastructure across locations and a balanced understanding of all lines of business in terms of servicing
  • High degree of dependability, motivation and flexibility
  • Demonstrates strong leadership, diplomacy,  and coaching/mentoring skills
  • Demonstrates professional phone etiquette
  • Strong attention to detail, organizational skills, and timelines in order to meet customer expectations


Desired Skills:

  • Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health,  and/or homeowners products is preferred
  • Active Property & Casualty License preferred
  • Bilingual



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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