Customer Care Unit Mgr II

Springfield, Ohio
Not Specified
Oct 03, 2016
Dec 02, 2016
Job Type
Not Specified
Career Level
Not Specified
THIS IS A WORK FROM HOME MANAGEMENT POSITION! Do you enjoy motivating, developing, and leading others? Do you want a position where you can make a difference every day in the lives of our clients and have the opportunity to learn and grow in your career? Do you like variety and have the ability to multi-task and manage change? The Unit Manager position with Assurant in Lawton, OK may be the perfect career opportunity for you. Responsibilities: Hire, lead, develop, and mentor a team of non-exempt associates supporting one or multiple clients. Communicate expectations and manage for individual and team performance results.
  • Provide ongoing coaching and direction to associates and support a culture of teamwork, commitment, productivity and superior quality.
  • Coordinate workflow and ensure client standards are met on a daily, weekly and monthly basis.
  • Train and develop employees, communicate performance expectations, and manage for results.
  • Participate in establishing/defining short- and long- term goals and plans for the work group.
Monitor employee and team performance and maintain required service levels in order to meet client requirements.
  • Participate in client meetings and/or regulatory audits. Obtain feedback on the performance of the work group and make appropriate adjustments to ensure client requirements are met.
  • Monitor ongoing quality standards for employees/team and promote culture of continuous improvement.
  • Investigate and appropriately address client inquiries, complaints and/or opportunities.
  • Ensure compliance with regulatory agency guidelines and standards and implement any necessary procedural changes.
  • Maintain the accuracy of client performance reports.
Build and maintain effective internal and external working relationships. Collaborate with internal support teams and supervisors to effectively manage staffing levels, employee morale, and process improvement initiatives.
  • Request information and/or provide updates as needed.
  • Handle other duties and projects as requested based on business needs.
  • Maintain and increase operational skills and knowledge on an on-going basis and attend workshops, seminars, and other training sessions as appropriate.
  • Effectively collaborates with management/leadership regarding process, staff, client needs and service levels. May also back up operations manager as needed.

Core Hours: Wednesday, Thursday, Friday, Sunday 9:00 am.-6:00 pm and

Saturday 8:00am-5:00pm

About Assurant

Assurant, Inc. helps people protect what matters most to them. We provide specialty protection products and related services to safeguard against risks. With a strong commitment to service, sophisticated technology and an array of flexible tools, we build solutions to meet customers' needs.

Our businesses — Assurant Solutions and Assurant Specialty Property — serve customers and clients in the United States and select worldwide markets. All of our employees are dedicated to the same goal: Working with integrity, innovation and dedication so that customers are glad they chose Assurant when it matters most.

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Basic Qualifications Required - Experience, Skills, and Knowledge:
  • High school diploma or GED
  • Minimum of three years supervisory experience managing, motivating, and developing employees
  • Basic office computer skills and experience with Microsoft Office
Preferred Experience, Skills, and Knowledge:
  • Associate or Bachelor degree in business or related field or equivalent experience
  • Experience in mortgage servicing, banking, insurance, contact center management, business process outsourcing, or related industries
  • Working knowledge of mortgage servicing systems
  • Knowledge of ADP system or other time management tools
  • Excellent verbal and written communications skills
  • Ability to multi-task and meet multiple goals and objectives
  • Demonstrated ability to analyze a situation, influence others, and negotiate a win-win
  • Demonstrated ability to be decisive and results-oriented with a high level of integrity
  • Ability to innovate and improve processes as needed
  • Strong time-management and organization skills
  • Must be flexible and enjoy working in a fast-paced environment