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

• Participates in the development of short/long term goals and plans for work group
• Solicits guidance from manager on best course of action for issues identified in work group
• Insures that controls exist to monitor existing performance for all department assignments, and managing risk to the clients and Assurant by effectively managing controls to prevent escalations, processing errors and poor customer support.
• Communicates appropriately departmental performance
• Insures appropriate/available tools, supplies and facilities exist for all associates in department, that are necessary to perform core functions and responsibilities
• Consistently enforces all corporate/operational/departmental policies and values
• Provide coaching and direction to all associates within department that promote continued improvement in performance.
• Enforce all key performance indicators that measure productivity and quality standards associated with department functions and tasks.
• Investigate and appropriately resolve all complaints associated with performance of individual(s), department and/or operational tasks. Identify root cause, implement controls to prevent/minimize future occurrences.
• Promote team development and cohesive participation to achieve department/operational objectives within assigned areas.
• Maintains individual and group reports/data that explain departmental and individual performance including (but not limited to) attendance, work hours, productivity and support staffing models.
• Able to negotiate through differences in a productive manner that resolve issues impacting areas in and outside of assigned department/work group.
• Resolve personnel issues in an appropriate manner and supporting HR policies.
• Recruit best possible candidates with skills and experience needed to support departmental functions.
• Leverage high performing associates to support critical roles within work group.
• Align staff resources and skills to support functions in department.
• Provide appropriate incentives and rewards that promote excellence and achievement.
• Solicit feedback from appropriate resources for continued improvement in self development/learning.
• Participate in client meetings/updates and provide all necessary information within the time line agreed upon.
• Able to maintain service levels for specific functions within span of control.
• Continually challenge staff to improve/increase skills and operational knowledge.
• Insures that controls exist to monitor changes in processes designed to address issues and highlight progress.
• Promote team development and cohesive participation to achieve. department/operational objectives that are within work groups.
• Solicits and/or offers assistance to work groups outside of span of control with out jeopardizing service levels to assigned department.

KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED

• Education: Level of knowledge ordinarily acquired through completion of an Associate’s degree or equivalent work experience is 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

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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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