[Remote] Loss Drafts Specialist - National General

Note: The job is a remote job and is open to candidates in USA. National General is a part of The Allstate Corporation, offering a range of insurance products. The Loss Drafts Specialist is responsible for mentoring representatives, resolving escalated calls, and ensuring the team meets quality and productivity standards.

Responsibilities

• Assist with department initiatives by participating in assigned projects and assuming supervisory duties as required to support delivery of effective client and customer care programs and ensure team alignment with business goals
• Assist with resolution of escalated calls by utilizing knowledge and available resources to answer teammates’ questions, resolve customer inquiries and notify up-line of issues pending resolution
• Update key stakeholders on loss draft team progress by communicating with supervisors and managers to report issue status and provide feedback on team performance
• Support training of employees by reviewing training resources, instructing and assisting with workstation setup and distributing reference material to streamline transition of new hires into department functions
• Coach and develop loss draft representatives by supporting supervisors, mentoring team members and providing advice and feedback as required to guide success of loss draft team and meet service level expectations
• Contribute to effectiveness of customer service by promoting organizational policies and best practices, auditing random accounts for accuracy and compliance and monitoring calls against established metrics to ensure alignment with productivity and quality standards and achievement of service level agreements
• Provide subject matter expertise by utilizing comprehensive knowledge of processes, queues and client-specific procedures to support customers in multiple areas and assist team members and internal departments with complex situations

Skills

• High School Diploma or GED (Required)
• 1+ years loss draft/claims experience (Preferred)
• In lieu of the above education requirements, an equivalent combination of education and experience may be considered

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