GAINSCO Auto Insurance markets non-standard private passenger automobile products through retail agencies, in Texas, New Mexico, Arizona, Oklahoma, Florida, Georgia, South Carolina, and Virginia. GAINSCO Auto Insurance has fully integrated insurance capabilities, including marketing, underwriting, customer service and claims handling. Our operations are bilingual (English/Spanish).

Job Purpose: Serves customers by organizing and monitoring service actions; providing work direction to staff.

Essential Job Results:

% of Time

Results Expected and Duties Performed

60%

Meets customer service work standards by following production, productivity, quality, and customer-service standards; resolving operational problems; identifying work process improvements; assigning work; monitoring and evaluating Policy Administration Representative performance; ensuring that insurance policies are adequately maintained by processing endorsements, renewals and correcting policies, etc; Resolving escalated phone calls; providing quality service by enforcing policy administration standards; analyzing quality and policy administration problems; initiating audits and identifying trends.

40%

Accomplishes Departmental Staff objectives by orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising job contributions; adhering to policies and procedures.

Required behaviors for all positions:

• Coordinates, supervises and is accountable for the daily, weekly, monthly activities of a team members

• Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, productivity, Service Level and established turnaround time frames.

• Coordinates work activities with other supervisors, managers, departments, etc.

• Identifies and resolves operational problems using defined processes, expertise and judgment

• Provides coaching and feedback to team members, including formal corrective action

• Conducts annual performance reviews for team members

• Provides expertise and policy administration support to agents, customers, and/or other departments

• Direct phone-based and documented customer interactions to answer and resolve a wide variety of inquiries.

• Conform with and abide by all Company codes, regulations, policies, values, work procedures and instructions

• Adherence to company attendance policy

• Established tenure preferred

Education: Associates degree required; Bachelors degree preferred

Experience: Prior experience in a customer service and/or insurance capacity is required; 2+ years experience managing personnel is required; Experience in team interactions and improvement methods/ projects (e.g., coaching, quality, productivity) is an asset

Skills and Abilities: Proven Customer Service Skills, Patience, Basic knowledge of computer software (i.e. MS Word, MS Outlook, etc) is preferred.

Other: Valid TX Property and Casualty License is preferred; Bilingual (English and Spanish) is preferred

Office Equipment and Software: Computer, Telephone, Copier, Printer, Scanner, Fax Machine, Calculator, MS Office (MS Word, MS Excel, MS Outlook), AS400, Claims Manager, ImageRight, Phone Monitoring Software

Decision Making: Must follow established steps and procedures and make exceptions as needed.

Interpersonal Communication: Internal (i.e. A/R, Territory Managers, and Claims Teams) and External (i.e. Agents, Insureds)

Confidential and Sensitive Information: May come in contact with privileged insured and agent information. Some access to confidential information pertaining to CSRs - i.e. attendance and performance issues, salary, etc.

Compensation: Competitive salary commensurate with experience. Excellent benefits package: medical, dental, vision insurance, life insurance, short term and long term disability insurance, 401K, Paid Vacation and Holidays.

GAINSCO is an Equal Employment Opportunity Employer