SWAT Representative I 9/17/2016

National General Insurance Company Fort Worth, TX

Company
National General Insurance Company
Job Classification
Full Time
Company Ref #
TN-1401364-1
AJE Ref #
576206431
Location
Fort Worth, TX
Experience
Entry Level (0 - 2 years)
Job Type
Regular
Education
High School Diploma or GED

JOB DESCRIPTION

Description

Diversely trained and versed in multiple and various client specifics within Operations. Required to assist other departments during high volumes but still meet LSA goals and/or work on other project and initiatives.

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.

* Possess Client specific knowledge for one to two lenders and or department knowledge for one to two department

* Process work/take inbound calls for various departments within ops in which there are volume spikes on any day of the week or month depending on current trends or as needed

* Modify policies at loan level by following established guidelines and utilizing internal tracking system to update information as required and contribute to routine documentation processing workflows

* Resolve information gaps by contacting carriers and agencies as required to gather policy information and other missing data and update systems and records as appropriate

* Meet auditing requirements by accurately entering data and maintaining data integrity in loan tracking applications to minimize risk and uphold internal standards

* Complete high volume of data entry by quickly and accurately processing loan-related task queues to meet productivity and quality requirements

* Manage individual performance by setting work-related goals, tracking personal achievements and communicating with management to report on success and identify improvement strategies

* Build insurance servicing skills and knowledge by soliciting performance feedback, participating in cross-training and learning additional processes and procedures to support multiple workflows and contribute to effectiveness of team operations

* Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun

* Support National General Insurance Company values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives

* Resolve basic customer issues by processing grievances and complaints, answering inquiries, collaborating with peers and escalating calls as required to contribute to customer satisfaction and effectiveness of service

* Demonstrate personal initiative by seeking out learning opportunities within different processes, queues and client-specific procedures to develop knowledge and prepare for movement into additional customer support roles and responsibilities

* Avoid overtime when volumes are high and ensure SLA's are met with no overtime

* Work on various projects that the current Ops teams aren't able to engage in

* Assist on Client Projects as approved to pull unique document reports or audits

* Work with SWAT leader to allocate and assign SWAT resources

* Assist in writing procedures for new processes as needed

* Perform additional audits on high risk processes and/or for new employees

* Assist teams in training new hires on reports/team specifics and/or cross train seasoned staff on new processes


Position Requirements

* High school diploma or general education degree (GED)

* Excellent system knowledge and/or ability to adapt/learn new systems quickly

* Strong analytical skills

* Ability to transfer knowledge from one process to another

* Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines

* Escalate issues when necessary

* Manage confidential information with sensitivity and maturity

* Utilize established procedures to guide decision-making

* High attention to detail

* Works independently with little supervision

* Must possess effective verbal and written communication skills

* Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)Strong multi-tasking ability

* Good networking

* Ability to think outside the box/close the loop/finish project to the end

* Reliable- low UPTO; meet project deadlines/production/quality

* Adapt and be flexible in a complex changing environment

* Flexible with Schedule/overtime as needed

* Occasional holiday work required based on client needs

Desired Skills:

* Client Specific knowledge for 3+ lenders

* Departmental knowledge for 3 departments

* 6+ months National General Lender Services experience

* Extensive Lender Placement knowledge

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.