Loss Drafts Rep Lead

hace 4 semanas

Tijuana, México Integon Service Co. A tiempo completo

**Primary Purpose**:Contribute to leadership of Loss Draft 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 adviceand 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 randomaccounts for accuracy and compliance and monitoring calls against established metrics to ensure alignment with productivityand quality standards and achievement of service level agreements- Assist with department initiatives by participating in assigned projects and assuming supervisory duties as required to supportdelivery 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, resolvecustomer 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 distributingreference material to streamline transition of new hires into department functionssupport 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 performanceand value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativityand 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 perspectivesJOB 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)- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)- Must possess effective verbal and written communication skills- 6+ months of meeting goals as a Senior Loss Drafts 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- Mortgage Lending Call Center specific experience- 1+ years of experience in an Insurance Call Center

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