Insurance Service Supervisor /NGLS in Tijuana at Integon Service Co.

Date Posted: 7/5/2021

Job Snapshot

Job Description

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 needed


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.

  • High school diploma or general education degree (GED) required
  • Fully bilingual in English and Spanish
  • Demonstrate exceptional leadership, diplomacy,and coaching/mentoring skills
  • Must possess effective verbal and written communication skills
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
  • Ability to work independently as well as collaboratively in a team environment
  • Ability to successfully complete HIPPA certification annually (Health)
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
  • Demonstrated integrity within a professional environment
  • Ability to adapt to new situations and learn quickly 
  • Ability to multi-task and manage several systems on a daily basis
  • Demonstrates excellent problem solving and decision making skills
  • High degree of dependability, motivation and flexibility
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines


Desired Skills:

  • Associates or Bachelor Degree, or equivalent leadership experience
  • Ability to type a minimum of 30 words per minute
  • Demonstrates in-depth knowledge of structure, functions, flow, and procedures of Policy Operations
  • Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health, and/or homeowners products is preferred


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