Job Description

Job Summary:

This position is responsible for handling moderate to complex inquiries, addresses various types of policies and billing inquiries from internal or external customers in an efficient, professional and accurate manner and resolving service concerns while documenting customer requests, and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, other communications sources and call transfers for service transactions.

Key Responsibilities:

• Resolve routine, complex, and unique questions/issues.
• Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation.
• Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities for cross sales (if applicable).
• Working knowledge of insurance policies and related processes and procedures.
• Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer's part and updates as warranted
• Remain current on new marketing campaigns in order to respond appropriately to marketing related inquiries using all available resource tool.
• Inputs and tracks into the appropriate databases.

Supervisory Responsibilities:

This job does not have supervisory duties

Preferred Qualifications:

Education and Experience

• High school diploma or equivalent experience
• 2-3 years customer service experience preferred

Certificates, Licenses, Registrations

• May require a Property and Casualty license, based on business unit requirements

Functional Skills

• Insurance background is preferred
• Excellent level of communication skills (both written and verbal)
• Excellent computer skills, including typing proficiency, multi-tasking between online applications, working knowledge of Microsoft© products (Outlook, Excel, folders)
• Flexible and adaptable to business requirements for changes needed to service the customer
• Collaborate with peers and management on special projects and committees
• Apply good use of time management skills
• Ability to prioritize and multi-task

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.