Customer Care Supervisor/ngls

**Primary Purpose**:Supervise delivery of loss drafts services within area of responsibility by delegating workload, monitoring direct reports, collaborating withteam management and supporting client relationships to guide delivery of effective services and support oversight of home repair compliancein 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 mentionedbelow. Specific activities may change from time to time.Support loss drafts management team by overseeing completion of delegated tasks, monitoring loss drafts claim documentationprocessing and assisting with workflows as required to ensure accuracy and effectiveness of operations within area ofresponsibilityCoach and develop team leads by supervising managerial responsibilities and providing advice and direction to ensure acohesive and effective approach to department leadership and guidanceGuide delivery of accurate and efficient loss drafts services by conducting regular quality checks, tracking contributions of teammembers, monitoring adherence to established guidelines and collaborating with team management to recommendimprovements and share feedback on effectiveness of loss drafts processesGuide and mentor direct reports within area of responsibility by encouraging adherence to service expectations, collaboratingwith management to develop performance evaluations and promoting best practices to ensure compliance of loss draftsservices and achievement of department standardsSupport positive client relationships within assigned area by communicating with key external stakeholders as required to clarifyand resolve inquiries, solicit feedback and understand client needs and expectationssupport multiple workflows, manage escalated service calls and resolve complex issues and client inquiriesSupervise daily operations of team by coordinating and communicating employee tasks, measuring performance and providingfeedback to achieve high productivity and meet service level expectationsProvide a positive environment by modeling cultural expectations and influencing others to reward performance and value “cando” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and funAdopt National General Insurance values in personal work behaviors, decision-making, contributions and interpersonalinteractions; manage own career development by soliciting feedback and valuing other perspectivesJOB REQUIREMENTS**Minimum Skills and Competencies**:The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be madeto enable individuals with disabilities to perform the essential functions.High school diploma or general education degree (GED)5+ years of relevant experienceCustomer service experience; experience supporting leadership roles; experience in a documentation processing environment;increasing levels of responsibilityProficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)Basic knowledge of principles and best practices for providing effective customer serviceAdvanced knowledge of document processing tasks, client-specific procedures and data entry best practicesBasic knowledge of leadership technique and best practices for effective people managementTerminology, function and fundamental capabilities of common computer, software, information and communication technologydevices, components and conceptsExcellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within theorganizationFacilitate discussions and manage and resolve conflict to reconcile differences among others and between self and othersConduct tests and inspections of services and processes to evaluate quality and performance of peersUtilize effective research and investigative techniques to evaluate and resolve issuesEffective organization and time management skills with the ability to work under pressure and adhere to project deadlinesAbility to manage expenditures to budgetGuide others by sharing knowledge and advice; provide useful feedback and contribute to performance reviewsShow empathy and sensitivity to the experience of othersEscalate issues when necessaryMust possess effective verbal and written communication skillsUtilize established procedures to guide decision-makingDesired Skills:Policies, practices, trends, technology and information affecting the home insurance industry