Sr. Supervisor, Call Center- Contract Processing

Job Description

Job Description

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External Job Title:  Sr. Supervisor, Call Center- Contract Processing  

Internal Job Title: Sr. Supervisor,  Operations- Underwriting (hybrid-- Monday- Thursday onsite)

Location: US-GA-Atlanta (Sandy Springs)

FLSA : Exempt 

#LI-Hybrid

Job Overview :

Manages the Underwriting Team and the overall process. Monitors productivity to ensure proper balance, consistency, and quality control for new business and posted batches. Implements new procedures and amendments to existing procedures when necessary. Works directly with internal departments such as Legal, Claims, A/P and Account Management as well as customers, dealers, and agents to help resolve complex underwriting issues. Offers internal support within the department and other areas of the company; and assist the Manager of Processing.

Job Responsibilities:

• Reviews and analyzes processors performance in areas of productivity, accuracy, and timeliness of processing using data obtained through CMS, EIM, BI reports and audits from quality control. 
• Offers feedback and guidance to associates in areas where improvements are needed. Responsible for communicating changes to procedures. 
• Works closely with Operations Manager to provide feedback, discuss concerns, and resolve complex issues related to underwriting department and personnel. 
• Works closely with personnel in other departments for assistance (i.e. Claims, Legal, Account Management, and A/P) 
• Corresponds with Account Management/clients to address any concerns or questions related to new business and batching process.
• Responsible for various weekly and monthly reports as requested by management. 
• Handles correspondence with internal and external customers, dealers, and agents for any escalated or complex issues. Assists in resolving issues related to these contracts. 
• Manages personnel issues such as verbal/written disciplinary actions, terminations and annual performance evaluations for processors. 
• Offers solutions and suggestions to help improve the overall processes in the department.
• Performs other duties as assigned by Operations Manager, and/or executive level management. 

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

• Bachelor’s degree, High School diploma or equivalent combination of education and experience required. Bachelor’s degree preferred. 
• Minimum of five years’ experience in managing staff of 10+, insurance and/or financial field and office environment. 
• Must have strong people, interpersonal skills, and presentation capabilities. Must have superior verbal/written skills with the ability to communicate effectively to employees as well as customers. 
• Must have strong computer skills and the ability to understand and service policies. Must be proficient in Windows and MS-Office Products. 
• Must be innovative, analytical, and able to offer solutions to challenging situations. Exercises sound judgment when interacting with employees and customers. 

Company Benefits: 

• Medical, Dental, and Vision Insurance 
• Flexible Spending Account
• Health Savings Account 
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More! 

About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.