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Workforce Controller in Winston-Salem, NC at National General Insurance

Date Posted: 3/22/2019

Job Snapshot

Job Description

Primary Purpose:

The Back Office Work Force Controller tracks, trends and monitors functional volume of processing requests and exception reports, allocates resources based on customer demand and creates forecast to determine and coordinate overtime needs and/or training capacity.  This role ensures service level indicators are met by coordinating staffing needs with the service level standards and skillsets of the staff.  They report results to management as necessary.


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.

  • Performs the role of Work Force management in relation to daily work assignments including any preparation to spreadsheets, emails or reports prior to work distribution
  • Queue Management - Manage incoming processing/billing volume to ensure desired service levels are achieved
  • Monitor agent schedule adherence by auditing productivity reports against work plan
  • Identify shortages and re-allocate resources to meet customer demand or pull additional resources
  • Track and trend incoming volumes to creates a forecast to determine/coordinate overtime needs and/or training capacity
  • Lead daily loan in/loan out meetings
  • Receive and coordinate training requests with managers, supervisors, leads, trainers and employees based on service level and forecast
  • Conduct time studies to ensure functional standards are in line
  • Report back office results on a daily, weekly and monthly basis
  • Maintain schedule integrity by updating schedule with call-ins, terminations or non-processing activities
  • Handles  most situations independent of a supervisor with ability to resolve
  • Shares feedback when training opportunities are identified
  • Promotes teamwork through consistency, reliability and group cohesiveness
  • Effectively communicates through oral and written communication
  • Continuously considers process improvements and shares opportunities with Leadership
  • Adheres 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) required
  • Excellent verbal and written communication skills
  • Demonstrates knowledge of functions performed in the NatGen back office team
  • Knowledge of Windows based operating systems required
  • Proficient in the use of Microsoft Office products (Word, Excel, PowerPoint, etc.)
  • Knowledge of voicemail and e-mail processes and software
  • Ability to make quick, but sound decisions
  • Effective planning and organizational skills
  • Strong analytical and creative thinking skills
  • Demonstrates an in depth knowledge of Back Office processes, procedures, and work flows with an understanding of acquisition impacts, overall infrastructure across locations and a balanced understanding of all lines of business in terms of servicing
  • High degree of dependability, motivation and flexibility
  • Strong attention to detail, organizational skills, and timelines in order to meet customer expectations
  • Ability to work independently as well as in a team environment
  • Ability to adapt easily and high level of flexibility in a constantly changing environment i.e. scheduling, process improvements, and regulatory changes

    Desired Skills:

    List any desired skills or competencies needed to perform the Essential Responsibilities of the job. Please use bullets to separate each distinct desired skill.

  • Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health,  and/or homeowners products is preferred

Job Requirements


About National General Holdings:

National General Holdings Corp. 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.