Sr. Retail Store Support Associate

Alexandria, LA
Not Specified
Apr 06, 2021
Jun 05, 2021
Job Type
Full Time
Career Level
Not Specified

Primary Purpose:

Responsible for customer service inquiries received from internal and external customers along with maintaining and growing a relationship between National General Insurance Company policyholders and independent agents. Also responsible for responding to escalated customer inquiries, serving as a technical resource, and mentoring personnel.

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.

  • Take ownership of any inquiry, issue, problem, or error that could potentially impact the policyholder or Independent Agent and determines appropriate course of action
  • Answer technical questions from Customer Care Specialist as well as answers inbound calls and fields questions pertinent to an existing insurance policy and determine appropriate course of action
  • Initial point of contact after the sale of the policy includes but is not limited to: recognizing exposure and asking the appropriate, probing questions
  • Coach and provide leadership in team, daily support to team members with issues, irate callers, and escalated calls
  • Research and resolve escalated customer and process issues
  • Follow up as needed, approve exceptions based on level of authority and alert Supervisor of questionable transactions
  • Assist with reports, projects, and meetings
  • Document specific details of call interaction, process endorsements and Department of Motor Vehicle filings, answer billing questions and take payments, and dedication to customer service
  • Answer policy level requests for policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts, and refunds
  • Effectively answer all calls; de-escalating the call where appropriate and providing solutions that leave the customer satisfied with the resolution
  • Access policy details to determine extenuating circumstances including but not limited to: providing coverage information and explanation, answer complex billing questions, process policy changes accurately, and collect pertinent underwriting information to ensure the correct premium is assessed on the policy
  • Handle situations independent of a supervisor with ability to resolve conflicts and empathize with customers
  • Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers
  • Share feedback when training opportunities are identified
  • Promote teamwork through consistency, reliability and group cohesiveness
  • Effectively communicate through oral and written communication
  • Continuously consider process improvements and shares opportunities with Leadership
  • Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • Excellent verbal and written communication skills
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook)
  • Ability to work independently as well as in a team environment
  • Ability to successfully complete HIPPA certification annually (Health)
  • Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
  • Ability to adapt to new situations and learn quickly
  • Ability to multi-task and manage several systems on a daily basis
  • Ability to make decisions quickly based on expert knowledge of processes, guidelines, and systems while balancing company guidelines and customer needs
  • High degree of dependability, motivation and flexibility
  • Demonstrate effective leadership, diplomacy, and coaching/mentoring skills
  • Demonstrate professional phone etiquette
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines

Desired Skills:

  • 1+ years of experience as an Customer Care Specialist
  • Ability to type a minimum of 30 words per minute while speaking to customers
  • Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health, and/or homeowners products
  • Active Property & Casualty License
  • Bilingual


National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.