Job Summary:

　　The Loss Drafts Specialist is responsible for assisting 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.

　　Key Responsibilities:

　　Coach and develop customer care representatives by supporting supervisors, mentoring team members and providing advice and 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 random accounts for accuracy and compliance and monitoring calls against established metrics to ensure alignment with productivity and quality standards and achievement of service level agreements

　　Assist with department initiatives by participating in assigned projects and assuming supervisory duties as required to support delivery 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, resolve customer 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 distributing reference material to streamline transition of new hires into department functions

　　Provide subject matter expertise by utilizing comprehensive knowledge of processes, queues and client-specific procedures to support customers in multiple areas and assist team members and internal departments with complex situations

　　Supervisory Responsibilities:

　　This job does not have supervisory duties

　　Preferred Qualifications:

　　Education and Experience

　　High school diploma or equivalent experience

　　2 or more years of experience

　　Certificates, Licenses, Registrations

　　NoneFunctional Skills

　　Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

　　Ability to communicate effectively both verbal and written

　　#LI-AE1

　　#LI-Remote

　　#ngls

　　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.

　　National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

　　National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!