Supervisor de contact center

This job is responsible for coordinating and monitoring daily workflow for Specialists and Sr. Specialists. This job should track compliance and ensure SLAs are met. Should be able to

Research and provide feedback of the root cause on processing and quality issues - departmental subject matter expert.

Responsible for training, coaching, motivation and direction to team members while creating an environment which encourages teamwork, commitment, increased productivity and superior quality.

Responsibilities:

• Coordinate daily workflow.
• Training/mentoring/motivating team.
• Assigned reports prepared and completed timely / accurately.
• Communicating with the client directly of determined research, when applicable.
• Support / assist with both insurance exception queues and validation.
• Understand complex insurance forms to allow accurate updating to the client’s database so clients can meet complicated regulatory obligations and to ensure the property has insurance coverage at all times.
• Identify numerous policy types from complex insurance forms and determine action needed. For example: PUD, Town Home, Flood, Wind, etc.
• Determine when multiple updates are required based upon information received on a single document.
• Make timely premium payments from established escrow accounts to ensure there is continuous coverage.
• Outbound telephone calls to insurance agents, insurance carriers, and/or State DMVs.

Qualifications Required - Experience,

Skills, and Knowledge

• High School diploma or GED
• 4 year degree or equivalent experience preferred
• Ability to plan, prioritize, and organize to meet goals as demonstrated in previous position
• Demonstrates leadership skills and has ability to interact effectively with clients on more complex issues
• Minimum 3 years insurance, banking, finance, mortgage lending, automobile titles or related experience
• Minimum 2 years demonstrated leadership experience

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