Job Details

Title

Processing Unit Manager II

Overview of Position

This role oversees and coordinates daily operations for multiple units within Hazard Outsourcing, ensuring efficient service delivery across several functional areas:

• Mail Services: Manages all incoming and outgoing mail, including opening, sorting, prepping, scanning, verifying, filming, identifying, and distributing internal communications.
• Verification: Validates information from documents based on required prompt fields.
• Processing: Handles renewals, maintenance updates, reinstatements, binders, applications, substitutions, and cancellations.
• Customer Care: Manages inbound and outbound calls to resolve customer issues, complaints, tasks, correspondence, workflow items, and escalated client referrals.
• Quality Assurance: Ensures compliance with client-specific procedures by reviewing, tracking, and monitoring the accuracy of work completed by the Outsourcing Center.
• Support Units: Conduct activities related to lender-placed insurance, return/refund checks, correspondence, reconciliations, escrow analysis, loss drafts, and various client tasks. These roles require strong interpersonal skills due to high customer interaction.
• Multiple Operations Units: Support multiple clients and functions, including insurance activities, check handling, correspondence, reconciliations, client referrals, customer service, tape pay, and list/

What will be my duties and responsibilities in this job?

• 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
• 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
• 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 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.
• Promote team development and cohesive participation to achieve department/operational objectives within assigned areas.
• 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.
• 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 support HR policies.
• Recruit best possible candidates with skills and experience needed to support departmental functions.
• Leverage high performing associates to support critical roles within work group.
• Align staff resources and skills to support functions in department.
• Provide appropriate incentives and rewards that promote excellence and achievement.
• Solicit feedback from appropriate resources for continued improvement in self-development/learning.
• Participate in client meetings/updates and provide all necessary information within the time line agreed upon.
• Able to maintain service levels for specific functions within span of control.
• Can maintain a variety of service level objectives within span of control.
• Continually challenge staff to improve/increase skills and operational knowledge.
• Ensures that controls exist to monitor changes in processes designed to address issues and highlight progress.
• Promote team development and cohesive participation to achieve. department/operational objectives that are within work groups.
• Solicits and/or helps work groups outside of span of control without jeopardizing service levels to assigned department.
• Participate with analysis and resolution of operational problems, process improvements that cover other areas outside of span of control.
• Insure Account Executives (AE) are updated with any changes involving assigned client.

What are the requirements needed for this position?

• Associate's degree and/or equivalent work experience is required.
• Two to three years of supervisory experience required. Experience in
• Mortgage servicing, customer service, retail banking or hazard insurance processing is desirable.
• Excellent verbal and written communication skills.
• An understanding of human resource policies and procedures.
• Basic workflow management tools.
• Well developed interpersonal skills promoting team participation with assigned staff.
• Motivational methods to improve and develop assigned staff.
• Ability to engage co-workers and peers in cross-functional teams.
• Multi-task and work on multiple goals/objectives.

What are the working conditions and physical requirements of this job?

General office demands

ENT2003 - Unit Manager II

Job Grade
08

Pay Range:
$49,300.00 - $81,300.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

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