Job Description
Primary Purpose:
Provide leadership and supervision to insurance operations team by delegating workload, monitoring and managing direct reports,
collaborating with team management and guiding achievement of quality and productivity standards 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.
Support insurance operations management team by overseeing completion of delegated tasks, distributing production and
quality reports to individual team members and assisting with workflows as required to ensure accurate and timely processing of
insurance-related documentation
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Coach and develop team leads by supervising managerial responsibilities and providing advice and direction to ensure a
cohesive and effective approach to department leadership and guidance
Guide delivery of accurate and efficient processing services by conducting regular quality checks, tracking contributions of team
members, monitoring adherence to established guidelines and collaborating with team management to recommend
improvements and share feedback on effectiveness of insurance servicing operations.
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Guide and mentor direct reports within area of responsibility by encouraging adherence to service expectations, collaborating
with management to develop performance evaluations and promoting best practices to ensure effectiveness and achievement of
department standards
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Leverage subject matter expertise by utilizing comprehensive knowledge of processes, queues and client-specific procedures to
support multiple workflows and resolve complex, escalated processing issues
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Supervise daily operations of team by coordinating and communicating employee tasks, measuring performance and providing
feedback to achieve high productivity and meet service level expectations
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Provide a positive environment by modeling cultural expectations and influencing others to reward performance and value "can
do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
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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
Job 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.
l High school diploma or general education degree (GED)
l 5+ years of relevant experience
Experience in managing documentation processing workflows; experience supporting leadership roles; increasing levels of
responsibility
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l Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
l Basic knowledge of business and management principles involved in the coordination of people and resources
Advanced understanding of documentation processing systems, tools and technologies; knowledge of rules-based processing
workflows
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Terminology, function and fundamental capabilities of common computer, software, information and communication technology
devices, components and concepts
Desired Skills:
l Experience in the mortgage servicing industry
l Working knowledge of internal processing applications and lender-specific procedures
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