OVERVIEW/GENERAL DESCRIPTION
Plans, organizes, leads, controls and coordinates the day-to-day activities of non-exempt associates involved in providing services in the area of insurance document processing and phone call handling.
Verification: This Unit is responsible for validating information from documents per prompt field.
Customer Care: These Units are responsible for inbound customer calls and outbound calls as needed to resolve customer issues/complaints, correspondence, tasks, web workflow and client escalated referrals.
Quality Assurance: The QA department is responsible for ensuring that proper processing procedures are being followed as outlined by each Client. This is accomplished by reviewing, tracking and monitoring the accuracy of the work processed by the Processing Center.
All Other Support Unit: These Units are responsible for lender placed insurance activity, correspondence, report reconciliation, tasks/client requests and escalations, and phone calls. Due to the high customer contact, individuals in these positions must display excellent interpersonal skills in order to be effective.
ESSENTIAL FUNCTIONS
KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED
Experience: Two or more years of supervisory experience required. Experience in high volume document processing, customer service, or hazard insurance processing is desirable.
Knowledge: Good verbal and written communications skills, analytical skills. An understanding of human resource policies and procedures. Basic workflow management tools.
Skills: Well developed interpersonal skills promoting team participation with assigned staff. Motivational methods to improve and develop assigned staff. Ability to engage co-workers and peers in cross-functional teams. Multi-task and perform to multiple goals/objectives. Above average knowledge of Excel, pivot tables.
MENTAL DEMANDS
Ability to maintain concentration in the face of frequent interruptions Ability to work under deadlines to meet client compliance goals/standards Ability to think, creatively Ability to solve problems Ability to work on multiple projects simultaneously Ability to, make quick decisions based on incomplete information Ability to effectively manage a large multicultural, diverse group Ability to analyze workflow and implement process improvements Ability to motivate associates in a demanding environment Ability to pay close attention to detail
CONTACT WITH OTHERS
Internal: Center Manger, Operations Managers, Unit Managers, Team Leads, Trainers and Associates.
External: Client representatives, insurance companies, and agents.
SUPERVISION GIVEN
Supervises the day-to-day work activities of assigned unit(s) and/or functional areas.
EQUIPMENT USED
Personal computer, telephone, calculator, fax machine, copier, and microfiche viewer. Software applications would include Microsoft Word, Microsoft Excel, Visio, Microsoft Access, PowerPoint, System Operating Reports.
Helping People Thrive in a Connected World
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What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way .
Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.
AI and Biometric Usage
Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process.
Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.
Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.
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