Oversee delivery of loss drafts services within area of responsibility by managing team workload and performance, resolving escalated issues, communicating with clients and recommending process improvements to provide effective client support and ensure achievement of service level agreements within area of responsibility
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.
Manage loss drafts team performance within area of responsibility by delegating workload, monitoring success against established metrics and delivering regular performance reviews to support efficiency and effectiveness of processing functions
Foster positive relationships with clients by communicating regularly to share knowledge, update key stakeholders, collaborate on issue resolution and improve alignment of services with client goals and expectations
Support delivery on service level agreements by tracking team adherence to quality and productivity standards, reporting progress to senior management and managing compliance with organizational policies and procedures to ensure effective client service and support within area of responsibility
Guide team operations within area of responsibility by implementing established strategies, promoting best practices, resolving escalated issues and managing delivery of training programs to ensure effectiveness of team performance and support achievement of department objectives
Contribute to improvement of Loss Drafts services within area of responsibility by monitoring effectiveness of processes, identifying opportunities for efficiency and providing senior management with recommendations to ensure achievement of established business goals
Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development
Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
Provide a positive environment by modeling cultural expectations and guiding leaders 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
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)
6+ years of relevant experience
Experience managing complex processes; customer service experience; experience managing or leading others; increasing levels of responsibility
Basic knowledge of business and management principles involved in the coordination of people and resources
Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
Applied knowledge of principles and best practices for providing effective customer service
Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components and concepts
Motivate, develop, and direct people as they work; evaluate performance and provide effective feedback
Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
Utilize established metrics to monitor performance of direct reports, processes and operations within area of responsibility
Communicate long-range objectives and implement established strategies and actions to achieve them
Implement planning to prioritize, organize and measure work; delegate and assign tasks to ensure timely goal achievement
Foster beneficial relationships with internal and external key stakeholders
Advise and mentor direct reports; provide effective feedback and performance planning
Must possess effective verbal and written communication skills
Understand team dynamics and utilize the individual strengths of each member to achieve results
Show empathy and sensitivity to the experience of others
Escalate issues, when necessary
Desired Skills:
Experience in the mortgage servicing industry
#LI-JD1
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.