National General · 2 weeks ago
Loss Drafts Inbound Call Center - Team Lead I - National General
United States
Full-time
Remote
Entry, Mid Level
$46K/yr - $66K/yr
2+ years expNational 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, managing performance indicators, and supporting client relationships to ensure effective service delivery.
FinanceFinancial ServicesInsurance
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
Required
Supervisory Experience: Minimum 2 years of experience leading or supervising a team in a customer service, financial services, or insurance-related environment
Loss Drafts or Claims Processing: Hands-on experience with loss drafts, mortgage claims, or property loss processes, including documentation review and compliance oversight
Performance Management: Proven ability to monitor team performance metrics, conduct quality checks, and implement coaching plans to improve productivity and service delivery
Client Relationship Management: Experience communicating with external stakeholders to resolve inquiries, manage escalations, and maintain positive client relationships
Operational Expertise: Strong understanding of workflows, queues, and client-specific procedures; ability to manage escalated service calls and complex issues
Time and Attendance Tracking: Familiarity with tracking employee schedules and attendance to ensure operational efficiency
Call Handling: Ability to manage high-volume and escalated calls during peak periods
Education: High School Diploma or GED (Required)
Company
National General
As part of the Allstate family of companies, National General, an Allstate company, is one of the largest insurers in the United States.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$189.99M2020-07-07Acquired
2014-02-21Undisclosed· $189.99M
Leadership Team
Denise Weber
Executive Asst. to CEO
Patrick Macellaro
Chief Financial Officer
Recent News
2025-08-04
Research and Markets
2025-06-26
Company data provided by crunchbase