Job Summary:

The Customer Care Associate Team Lead l is responsible for overseeing performance of Customer Care team by supervising call center operations, resolving escalated issues, reporting to management and coaching and guiding team members to support achievement of department quality and productivity standards

Key Responsibilities:

• Communicates organizational policies and best practices, setting performance goals, monitoring calls and providing constructive feedback
• Develops and mentors team leads by providing advice and direction
• Manages resolution of system and technology errors
• Contributes to continuous improvement initiatives by communicating with key stakeholders and participating in projects
• Guides resolution of escalated calls
• Supports implementation of process and technology changes by gathering training resources, coordinating training programs and distributing project information
• Updates key stakeholders on department production and performance by communicating with clients and managers as appropriate to regularly share pertinent information
• Encourages collaboration with other departments and provides feedback to achieve high productivity and meet service level expectations

Supervisory Responsibilities:

This job does have supervisory duties

Preferred Qualifications:

Education and Experience

• Bachelor’s Degree or equivalent experience
• 2 or more years of related experience

Certificates, Licenses, Registrations

• None

Functional Skills

• Ability to motivate, develop and direct people as they work
• Advanced working knowledge of systems of record and processes and procedures utilized in area of responsibility
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Ability to motivate, develop and direct people as they work
• Excellent interpersonal skills
• Effective organization and time management skills
• Ability to facilitate discussions and manage and resolve conflict
• Ability to effectively communicate both verbal and written

#LI-JJ1

National General prides itself on offering our employees a robust Total Rewards package which includes base salary. The base range offered for the role is: $52,500 - $70,000 and may vary based on internal equity, and job-related skills, knowledge and experience; among other factors. Other financial components may be added as part of the competitive compensation package, in addition to a full range of benefits, dependent on the level and position offered.

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.

About National General Holdings:

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!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

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.