Job Purpose (Why job exists)

Provide a summary of the job’s purpose and objectives

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.

Primary Job Accountabilities/
Responsibilities

Indicate % of time devoted to each accountability (should total 100%.) Please describe the scope of duties involved in each area of responsibility/ accountability. If the responsibility spans the Assurant enterprise or has regional responsibilities, please indicate so.

Generally, include the top 10-12 accountabilities/ responsibilities.

Aligns Team Objectives and Overall Business Needs – 20%

• Coordinate daily workflow.
• Training/mentoring/motivating team.
• Assigned reports prepared and completed timely / accurately.
• Communicating with the client directly of determined research, when applicable.
• 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.

Cultivate our culture with the Assurant Way – 35%

• Provide coaching and direction to all associates within department that promote continued improvement in performance.
• Able to negotiate through differences in a productive manner that resolve issues impacting areas in and outside of assigned department/work group.
• Resolve personnel issues in an appropriate manner and supporting HR policies.
• Select best possible candidates with skills and experience needed to support departmental functions.
• Promote team development and cohesive participation to achieve department/operational objectives within assigned areas.
• Continually challenge staff to improve/increase skills and operational knowledge.
• Provide appropriate incentives and rewards that promote excellence and achievement.
• Solicit feedback from appropriate resources for continued improvement in self development/learning.

Drives team performance 35%

• Ensures that controls exist to monitor existing performance for all department assignments and managing financial risk to the clients and Assurant by effectively managing controls to prevent losses and poor customer support.
• Communicates appropriately departmental performance
• Consistently enforces all corporate/operational/departmental policies and values
• Enforce all key performance indicators that measure productivity and quality standards associated with department functions and tasks.
• Investigate and appropriately resolve all complaints associated with performance of individual(s), department and/or operational tasks. Identify root cause, implement controls to prevent/minimize future occurrences.
• Maintains individual and group reports/data that explain departmental and individual performance including (but not limited to) attendance, work hours, productivity and support staffing models.
• Leverage high performing associates to support critical roles within work group.
• Align staff resources and skills to support functions in department.
• Able to maintain service levels for specific functions within span of control.

Leads or engages in various initiatives that impact personal, team, and overall Assurant success 10%

• May participate in client meetings/updates and provide all necessary information within the time line agreed upon.
• Ensures that controls exist to monitor changes in processes designed to address issues and highlight progress.
• Participate with analysis and resolution of operational problems, process improvements that cover other areas outside of span of control.
• Capable of presenting data and/or information to clients or other stakeholders as needed.
• Mentoring other associates or lower level Unit Managers both outside their span of control.
• Act as a backup to Operations Manager when necessary.

Responsibility for the work of others

Number of Direct Reports and Typical Job Titles

Responsible for “up to” 20 Direct Reports – Specialists and Sr. Specialists

Total Number of Employees (includes direct reports and all employees in those organizations)

20 Direct Reports

Responsibility for managing project resources

Financial Responsibility

Include any budget responsibility- expense management or revenue.

N/A

Qualifications/Requirements

Qualifications Required - Experience, Skills, and Knowledge

Qualifications must be (1) non-comparative (not based on a comparison of one individual with another); (2) objective (not based on the employer’s subjective judgment); and (3) relevant to performance of the job and consistent with business-related goals.

• Education: List the level of education required in order for someone to perform this job. Very few jobs require a college degree. If a degree is required, the field of study must be included.
• Previous Experience: List the years and type of experience required to perform the essential functions of the job.
• Knowledge and Skills: List the knowledge and skills (“hard” skills and “soft” skills) required for somone to perform the job.

Other Requirements

Qualifications that a person must have to do the job (such as a knowledge or skill) but that does not meet the definition of a basic. Example: Must be able to acquire Health Insurance License within 60 days of employment.

• High School diploma or GED
• Minimum 3 years insurance, banking, finance, mortgage lending, banking or related experience
• Minimum 2 years demonstrated leadership experience

Preferred Experience, Skills, and Knowledge

List additional qualifications that may be considered but are not a requirement for a candidate to perform the essential functions of the job

• Education:
• Knowledge and Skills: Additional relevant skillsets that would enable an indivdual to perform at a higher level
• Previous Experience: For example - Customer Care: 1-year experince in a customer service function is the minimum requirement however 3+ years is the preferred.

• 4 year degree or equivalent experience preferred
• Intermediate computer skills (ability to create and edit spreadsheets/documents, email attachments)
• 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

• An understanding of human resource policies and procedures.
• Multi-task and meet multiple goals/objectives

Lives our core values

• Common Sense
• Common Decency
• Uncommon Thinking
• Uncommon Results

Demonstrates the following competencies

• Coaches and develops team members and drive performance
• Collaborates well with others
• Plans and organizes
• Conflict management
• Promotes and manages diversity

Environmental / Physical Demands

Define any physical demands-strength, agility, mobility abilities- required to perform the essential function of the job with or without an accommodation

This position requires incumbents to regularly sit at a desk and operate standard office equipment such as a computer and phone. Employee is occasionally required to stand and walk, lift, carry and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be able to talk and hear. Required to use hands to finger, handle, or feel objects, tools or controls. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel or Shift Work

Define travel or shift work required to perform the essential function of the job. Include % of time expected to travel

10% travel