Lender Services Director - Customer Care

Company: National General
Location: Mesa
Posted on: June 6, 2021

Job Description:

Job Description

This position will report directly to the COO of National General Lender Services

Primary Purpose:

Leading and managing all aspects of the Customer Care function in multiple sites. Emphasis on improving the Customer Experience by listening to the VOC and driving appropriate behaviors and change. Oversee effectiveness of daily customer care operations team by managing workload, monitoring performance and collaborating with key stakeholders to ensure alignment with business objectives and productivity standards. Holistically, driving and balancing efficiency and quality. Be a leader and develop other leaders within the organization.

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.

• Ensure client satisfaction by succeeding/achieving monthly ASA targets.
• Drive Customer Experience initiatives by taking decisive action on analysis of customer satisfaction surveys, customer feedback and performance metrics.
• Drive efficiency and productivity while ensuring quality standards and expectations
• Oversee customer service department functions by collaborating with senior management, delegating tasks, tracking workload, ensuring schedule adherence and providing coaching and training
• Measure department operations by reviewing quality and productivity against established metrics, identifying performance issues and implementing solutions
• Oversee Operations functions by ensuring resolution of escalated issues by utilizing expertise and available resources, sharing knowledge, understanding business needs and soliciting stakeholder feedback
• Develop, define, cascade and monitor KPI's, metrics and financial statements for progress and modify objectives and plans based on results and forecast to support achievement of NGLS and business unit goals
• Partner with clients by communicating regularly, sharing progress, monitoring concerns, tracking issue resolution and reporting results to ensure transparency in operations and increase customer satisfaction
• Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development
• Collaborate effectively with internal partners and business teams to ensure overall operational success and achievement of SLA's
• Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
• Create a positive environment by modeling cultural expectations and guiding leaders to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
• Model NGLS values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives
• Motivate, develop, and direct large teams as they work; evaluate performance and provide effective feedback
• Collaborate with people at different levels within the organization to accomplish a common goal
• Lead large-scale change initiatives, maximize benefits while minimizing impact on employees, customers and operations
• Monitor short and long term impact of contributions and ensure accuracy and adherence to long-term goal
• Build, maintain and leverage beneficial relationships with internal and external key stakeholders
• Identify and articulate improvement opportunities and translate them into tangible business deliverables

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.

• Bachelor's Degree or equivalent combination of education and work experience
• 10+ years of relevant experience
• Experience in process and operations management in a fast paced environment (e.g. Mortgage Servicing Operations)
• Experience managing or leading others
• Advanced knowledge of IVR, Workforce Management and telephony technology
• Advanced knowledge of principles and processes operations team, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Applied knowledge of principles and methodology involved in performance management, leadership technique and coordination of people and resources
• Advanced knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources

Desired Skills:

• Be a leader - be decisive - be proactive
• Communicate information in a clear, well-organized, and professional manner
• Anticipate obstacles and challenges, identify root cause and strategize plans
• Effectively present information to influence organizational leaders and key stakeholders
• Creativity and alternative, open thinking to generate and support new or better ways of doing things
• Communicate outside and across the organization and share information as a positive aid to achieve best practice and objectives
• Maintain composure by responding calmly, quickly and decisively to the unpredictable or unexpected

#LI-AS1

National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Job Requirements

About National General Holdings:

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A- (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Keywords: National General, Mesa , Lender Services Director - Customer Care, Other , Mesa, Arizona