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

Date Posted: 5/31/2021

Job Snapshot

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
  • 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.
  • 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
  • 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
  • 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
  • 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
  • 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.

  • High school diploma or general education degree (GED)
  • 5 years of relevant experience
  • Experience in a customer service environment; experience supporting leadership roles; increasing levels of responsibility
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • 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
  • Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components and concepts
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Facilitate discussions and manage and resolve conflict to reconcile differences among others and between self and others
  • Conduct tests and inspections of services and processes to evaluate quality and performance of peers
  • Utilize effective research and investigative techniques to evaluate and resolve issues
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Ability to manage expenditures to budget
  • Coach others by sharing knowledge and advice; provide useful feedback and contribute to performance reviews
  • Monitor and track team productivity against established metrics to measure success and provide leaders with actionable information
  • Must possess effective verbal and written communication skills
  • Ability to adapt to new situations and learn quickly 
  • Utilize established procedures to guide decision

Desired Skills:

  • Experience in the mortgage servicing industry
  • Working knowledge of internal processing applications and lender-specific procedures


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