OVERVIEW/GENERAL DESCRIPTION

Plans, organizes, leads, controls and coordinates the day-to-day activities of non-exempt associates involved in providing services in the area of insurance document processing and phone call handling.

Verification:This Unit is responsible for validating information from documents per prompt field.

Customer Care:These Units are responsible for inbound customer calls and outbound calls as needed to resolve customer issues/complaints, correspondence, tasks, web workflow and client escalated referrals.

Quality Assurance:The QA department is responsible for ensuring that proper processing procedures are being followed as outlined by each Client. This is accomplished by reviewing, tracking and monitoring the accuracy of the work processed by the Processing Center.

All Other Support Unit:These Units are responsible for lender placed insurance activity, correspondence, report reconciliation, tasks/client requests and escalations, and phone calls. Due to the high customer contact,



individuals in these positions must display excellent interpersonal skills in order to be effective.

ESSENTIAL FUNCTIONS
- Participates in the development of short/long term goals and plans for work group
- Solicits guidance from manager on best course of action for issues identified in work group
- Insures that controls exist to monitor existing performance for all department assignments, and managing risk to the clients and Assurant by effectively managing controls to prevent escalations, processing errors and poor customer support.
- Communicates appropriately departmental performance
- Insures appropriate/available tools, supplies and facilities exist for all associates in department, that are necessary to perform core functions and responsibilities
- Consistently enforces all corporate/operational/departmental policies and values
- Provide coaching and direction to all associates within department that promote continued improvement in performance.
- Enforce

📌 Supervisor (Leandro N. Alem)
🏢 Assurant
📍 Leandro N. Alem