Agent Services Customer Resolution Support Consultant II - National General

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers.

Job Description
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.

We are seeking an insurance professional with comprehensive property and casualty insurance experience. The ideal candidate holds a valid Property & Casualty (P&C) license; candidates without a license must be willing to obtain one during training. Is proficient in managing both formal and informal complaints across various coverage types. This individual is tech-savvy, proficient with Microsoft office programs, and thrives in a remote work environment. They demonstrate exceptional time management, critical thinking, prioritization, and multitasking abilities, and are well-versed in claims processes, compliance standards, and quality assurance processes. Strong research, investigative and written communication skills are essential for success in this role.

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