03/23/2022

Insurance Servicing- Team Lead II

  • National General Insurance
  • Atlanta, GA, United States
Full Time

Job Description

Job Summary:

The Licensing Servicing Team Lead ll is responsible for overseeing day to day production within the department. Manage, motivate and support the supervisors and staff daily, apply a team approach and maintaining open communication. Accountable for meeting the department production and quality goals as well as playing a key role in meeting company-wide profitability and customer/client satisfaction goals.

Key Responsibilities:

  • Guide effectiveness of operations by communicating organizational policies and best practices, setting performance goals, monitoring production stats and providing constructive feedback to ensure achievement of productivity and quality standards
  • Develop and mentor team Supervisors by supervising managerial responsibilities and providing advice and direction to ensure a cohesive and effective approach to department leadership and guidance
  • Manage resolution of system and technology errors by monitoring equipment functionality, identifying issues and quickly escalating to management and technical professionals to ensure continued and correct customer care equipment operations
  • Contribute to continuous improvement initiatives by communicating with key stakeholders and participating in projects to support delivery of effective client and customer care programs, ensure team alignment with business goals and support achievement of service level agreements
  • Guide resolution of high impact errors by utilizing knowledge and available resources to resolve customer issues and negotiate sensitive and stressful situations
  • Support implementation of process and technology changes by gathering training resources, coordinating training programs and distributing project information to prepare team for changes and streamline transitions
  • Update key stakeholders on department production and performance by communicating with clients and managers as appropriate to regularly share pertinent information

Supervisory Responsibilities:

This job does have supervisory duties

Preferred Qualifications:

Education and Experience

  • Bachelor's Degree or equivalent experience
  • 3 or more years of related experience

Certificates, Licenses, Registrations

  • None

Functional Skills

  • Ability to apply principles and processes for providing customer service, including customer needs assessment, de-escalation of conflict, meeting quality standards for services and evaluation of customer satisfaction
  • Ability to apply principles and methodology involved in performance management, leadership technique and coordination of people and resources
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Ability to motivate, develop, and direct people
  • Effective organization and time management skills
  • Utilize established procedures to guide decision making
  • Ability to manage expenditures to a budget
  • Ability to facilitate discussions and manage and resolve conflict to reconcile differences among others and between self and others
  • Effective verbal and written communication skills

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