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Customer Care Supervisor/ngls
hace 2 semanas
**Primary Purpose**:
Supervise delivery of loss drafts services within area of responsibility by delegating workload, monitoring direct reports, collaborating with
team management and supporting client relationships to guide delivery of effective services and support oversight of home repair compliance
in the event of property loss.
**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 loss drafts management team by overseeing completion of delegated tasks, monitoring loss drafts claim documentation
processing and assisting with workflows as required to ensure accuracy and effectiveness of operations within area of
responsibility
Coach and develop team leads by supervising managerial responsibilities and providing advice and direction to ensure a
cohesive and effective approach to department leadership and guidance
Guide delivery of accurate and efficient loss drafts services by conducting regular quality checks, tracking contributions of team
members, monitoring adherence to established guidelines and collaborating with team management to recommend
improvements and share feedback on effectiveness of loss drafts processes
Guide and mentor direct reports within area of responsibility by encouraging adherence to service expectations, collaborating
with management to develop performance evaluations and promoting best practices to ensure compliance of loss drafts
services and achievement of department standards
Support positive client relationships within assigned area by communicating with key external stakeholders as required to clarify
and resolve inquiries, solicit feedback and understand client needs and expectations
support multiple workflows, manage escalated service calls and resolve complex issues and client inquiries
Supervise daily operations of team by coordinating and communicating employee tasks, measuring performance and providing
feedback to achieve high productivity and meet service level expectations
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
JOB REQUIREMENTS
**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)
5+ years of relevant experience
Customer service experience; experience supporting leadership roles; experience in a documentation processing environment;
increasing levels of responsibility
Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
Basic knowledge of principles and best practices for providing effective customer service
Advanced knowledge of document processing tasks, client-specific procedures and data entry best practices
Basic knowledge of leadership technique and best practices for effective people management
Terminology, function and fundamental capabilities of common computer, software, information and communication technology
devices, components and concepts
Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the
organization
Facilitate discussions and manage and resolve conflict to reconcile differences among others and between self and others
Conduct tests and inspections of services and processes to evaluate quality and performance of peers
Utilize effective research and investigative techniques to evaluate and resolve issues
Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
Ability to manage expenditures to budget
Guide others by sharing knowledge and advice; provide useful feedback and contribute to performance reviews
Show empathy and sensitivity to the experience of others
Escalate issues when necessary
Must possess effective verbal and written communication skills
Utilize established procedures to guide decision-making
Desired Skills:
Policies, practices, trends, technology and information affecting the home insurance industry
