Job Summary:

The Customer Resolution Support Consultant II is responsible for researching and responding to formal complaints on behalf of all areas of the Company, completes claim file sharing requests on behalf of Special Investigations Unit (SIU), and conducts underwriting reviews of business written by Managing General Agencies on behalf of the Company.

Key Responsibilities:

• Coordinates, researches, and responds to formal complaints received from various sources, including the Departments of Insurance, Better Business Bureau, Executive Office, Affinity Groups, and other sources
• Reviews and compiles claim documents for File Sharing Requests received from various sources, including law enforcement, the Departments of Insurance, and other insurance carriers
• Conducts timely reviews of policies written by Managing General Agencies on behalf of the Company to include an analysis of underwriting guidelines, third-party reports, billing, rating, and print
• Partners with Underwriting and reviews state regulations and insurance guidelines to develop solutions and make recommendations on exceptions to standard process
• Identifies coaching opportunities, process improvements, and system issues and shares with the appropriate parties
• Assists executive customers who call on the Executive Services line for policyholder service
• Creates, implements and optimizes process improvements

Supervisory Responsibilities:

This job does not have supervisory responsibilities

Preferred Qualifications:

Education and Experience

• Bachelor’s degree
• 2 or more years of related experience preferably in Customer Resolution or Insurance

Certificates, Licenses, Registrations

• P&C License preferred

Functional Skills

• Strong written and verbal communication and skills
• Proficient in Microsoft applications (Word, Excel, PowerPoint)
• Outstanding customer service skills, including the ability to diffuse upset customers
• Ability to make sound decisions that maintain compliance with state and company guidelines
• Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
• Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
• Adapts interactions to different people and situations to ensure delivering a message that resonates with the audience while presenting challenging and complex information

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.

About National General Holdings:

National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

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.