LendSvcs-Customer Care Ops NG-Spcl - Integon

Integon 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. It's how we've become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more.

Job Description
This is a Team Lead position that combines customer service expertise with leadership responsibilities. You will support daily operations, help develop team members, handle escalated customer issues, and work closely with leadership to improve team performance and customer satisfaction.

Key Responsibilities

• Support leadership with departmental projects, process improvement initiatives, and recommendations that enhance customer experience, quality, and operational efficiency.
• Provide call, quality, and documentation coaching to representatives while assisting with onboarding and new hire development.
• Train and mentor team members on insurance tracking processes, lender
• requirements, policy review, case research, and issue resolution.
• Serve as a subject matter expert for complex borrower, lender, insurance carrier, and internal inquiries.
• Partner with internal departments and external business partners to resolve
• escalated cases and ensure timely follow-up.
• Interpret and apply NGLS policies, client requirements, procedures, and regulatory guidelines while researching and resolving customer concerns.
• Maintain expertise across assigned lender portfolios, insurance tracking processes, systems, and departmental procedures.
• Assist with the review and resolution of escalated requests, disputes, CSARs, and exception cases using sound judgment and critical thinking.
• Promote quality, compliance, first-contact resolution, and accurate documentation through consistent coaching and guidance.
• Respond professionally and effectively to a high volume of complex inquiries from borrowers, lenders, insurance agents, carriers, and internal stakeholders.
• Identify trends, knowledge gaps, and process improvement opportunities and
• communicate recommendations to leadership.
• Support a positive team culture through collaboration, accountability, knowledge sharing, and ongoing employee development.

• Enjoy coaching, mentoring, and developing others.
• Have strong customer service and problem-solving skills.
• Lead by example and take ownership of your work.
• Are comfortable making decisions and handling escalated situations.
• Can balance individual responsibilities while supporting a team.
• Work well with different departments and business partners.

• High School Diploma.
• Strong communication, critical thinking, and problem-solving skills.
• Strong quality and customer experience performance.
• Ability to lead, coach, and support team members in a fast-paced environment.