Unit Manager II

Title  

Unit Manager II

 
Overview of Position  

This is a remote position

Do you enjoy motivating, developing, and leading others?  Do you want a position where you can make a difference every day in the lives of our clients and can learn and grow in your career?  Do you like variety and can multi-task and manage change? Our Customer Care Unit Manager position is responsible for planning, organizing, leading, controlling and coordinating the day-to-day activities of a team of associates involved in providing services in Hazard Outsourcing. 

Customer Care unit is responsible for answering inbound calls from homeowners and clients to assist with damage claims.

 Note: Must be available to work a flexible schedule which may include evening and some Saturday hours 

What will be my duties and responsibilities in this job?  

• Hire, lead, develop, and mentor a team of non-exempt associates supporting one or multiple clients.  Communicate expectations and manage for individual and team performance results.

• Provide ongoing coaching and direction to associates and support a culture of teamwork, commitment, productivity and superior quality.

• Coordinate workflow and ensure client standards are met on a daily, weekly and monthly basis.

• Train and develop employees, communicate performance expectations, and manage for results.

• Participate in establishing/defining short- and long- term goals and plans for the work group.

• Participate in the administration and monitoring of an operational budget, which may include payroll tracking and managing staffing levels.

• Monitor employee and team performance and maintain required service levels in order to meet client requirements.

• Participate in client meetings and/or regulatory audits.  Obtain feedback on the performance of the work group and make appropriate adjustments to ensure client requirements are met.

• Monitor ongoing quality standards for employees/team and promote culture of continuous improvement.

• Investigate and appropriately address client inquiries, complaints and/or opportunities.

• Ensure compliance with regulatory agency guidelines and standards and implement any necessary procedural changes.

• Maintain the accuracy of client performance reports.

• Build and maintain effective internal and external working relationships.  

• Collaborate with internal support teams and supervisors to effectively manage staffing levels, employee morale, and process improvement initiatives.

• Request information and/or provide updates as needed.

• Handle other duties and projects as requested based on business needs.

• Maintain and increase operational skills and knowledge on an on-going basis and attend workshops, seminars, and other training sessions as appropriate.

• Effectively collaborates with management/leadership regarding process, staff, client needs and service levels.  May also back up operations manager as needed.

  
What are the requirements needed for this position?  

• Associate’s degree and/or equivalent work experience is required.

• Two 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

• Motivational methods to improve and develop assigned staff

• Ability to engage co-workers and peers in cross-functional teams

• Multi-task and perform multiple goals/objectives.

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

General office demands   

#LI-Remote
 

Pay Range:

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 listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

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.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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