18 ene
Integon Service
Tijuana
.
**Primary Purpose**:Responsible for daily supervision, managing employee satisfaction, and coaching and developing their team while maintaining and growing a relationship between Company policyholders and independent agents.
**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._- Interview and select personnel- Communicate to management regarding issues affecting the performance of the staff or customer satisfaction- Continuously consider process improvements and implement best practices- Ensure all critical operational metrics are achieved such as service levels, customer care, productivity standards, customer satisfaction scores- Hold frequent development discussions- Compile and conduct performance appraisals and checkpoint meetings- Identify training needs and evaluates current training methods to maximize individual performance and unit flexibility- Research and resolve escalated requests and or complaints from internal and external customers- Coach and provide leadership in team, daily support to team members with issues; motivates others to excel- Promote teamwork through consistency, reliability and group cohesiveness- Effectively communicate within Policy Operations with other business partners and third parties, demonstrates managerial courage when communicating with Senior Leadership- Review and report work volume and Operational results- Back up unit personnel as needed- Answer policy level requests such as policy and billing questions, cancellation requests, updating customer profiles,
processing billing adjustments/drafts,and refunds- Handle situations independent of a Manager with ability to resolve conflicts and empathize with customers- Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers- Share feedback when training opportunities are identified- Effectively communicate through oral and written communication- Handle administrative work; time cards, reports, spreadsheets- Assist with budget variances as neededJOB 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
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