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Allstate · 2 weeks ago

Loss Drafts Inbound Call Center - Team Lead I

United States

Full-time

Remote

Entry, Mid Level

$46K/yr - $66K/yr

2+ years exp

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. The Loss Drafts Inbound Call Center - Team Lead I is responsible for supervising delivery of loss drafts services and managing performance indicators while providing guidance to frontline employees to help exceed goals.

BankingFinanceFinancial ServicesInsuranceInsurTechVenture Capital

No H1B

Responsibilities

Support loss drafts management team by overseeing completion of delegated tasks, monitoring loss drafts claim documentation processing and assisting with workflows as required to ensure accuracy and effectiveness of operations within area of responsibility

Guide delivery of accurate and efficient loss drafts services by conducting regular quality checks, tracking contributions of team members, monitoring team members performance metrics, and collaborating with team management to recommend improvements and share feedback on effectiveness of loss drafts processes

Support positive client relationships within assigned area by communicating with key external stakeholders as required to clarify and resolve inquiries, solicit feedback, and understand client needs and expectations

Leverage subject matter expertise by utilizing comprehensive knowledge of processes, queues and client-specific procedures to support multiple workflows, manage escalated service calls and resolve complex issues and client inquiries

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

Track team member time and attendance

Take regular calls when volume spikes and ability to take escalated call throughout the work shift

Qualification

Supervisory ExperienceLoss Drafts ProcessingPerformance ManagementClient Relationship ManagementOperational ExpertiseTimeAttendance TrackingCall Handling