Primary Purpose:
Research and respond to customer feedback and concerns on behalf of all areas of National General and identify opportunities to improve customer satisfaction.
Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
- Identify, research, respond, and document customer feedback and concerns received from various sources, including but not limited to completed interactions, customer surveys, online reviews, and artificial intelligence
- Identify and address coaching opportunities, training opportunities, procedural updates, process improvements, and system issues and share with the appropriate parties
- Seek out trends and correlations between data and make recommendations to improve the customer experience
- Develop, maintain, and communicate timely reports to leadership
- Work autonomously to resolve conflicts and empathize with customers and agents
- Provide superior service by delivering a WOW experience for our internal and external customers
- Promote teamwork through consistency, reliability and group cohesiveness
- Exhibit excellent time management skills while maintaining an acceptable level of service and quality
- Maintain comfort and confidence to handle tense situations independent of a Manager on a daily basis
- Work closely with other departments to support the customer experience, including but not limited to sales/marketing, product management, compliance, and claims
- Assist with reports, projects, and meetings
Minimum Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required.



Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High school diploma or general education degree (GED)
- 4+ years of relevant experience
- In-depth knowledge of the insurance industry, including personal and commercial automobile, recreational vehicle, farm, motorcycle, accident & health and property insurance
- Demonstrate strong leadership, diplomacy, and coaching/mentoring skills
- Demonstrated ability to resolve escalated issues/conflicts with empathy for the situation
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Must possess effective verbal and written communication skills
- The ability to demonstrate critical thinking and make sound decisions that maintain compliance with state and company guidelines
- Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
- Must be customer-oriented and able to understand and resolve policyholder questions and concerns
- Demonstrated integrity, mature judgment, and discretion within a professional environment
- Ability to adapt easily with a high level of flexibility in a constantly changing and fast paced environment ie scheduling, process improvements, and regulatory changes
- Ability to multi-task and manage several systems on a daily basis




- Demonstrates excellent problem solving and decision making skills
- High degree of dependability, motivation and flexibility
- Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
- Demonstrates in-depth knowledge of structure, functions, flow, and procedures of Policy Operations
- Understanding of marketing policies and procedures
- Understanding of the insurance industry and organizational relationships of the company
- The ability to collaborate with individuals from all levels of the company, including senior leadership
- Effectively communicate with business partners and third parties, including senior leadership
- Ability to work independently as well as in a team environment
- Ability to successfully complete HIPPA certification annually (Health)
Desired Skills:
- Bachelor Degree or in-lieu of degree equivalent education, training and work-related experience
- Prior experience at the Senior, Lead, and/or Supervisor level
- Prior experience researching and responding to customer feedback and concerns
- Familiarity with the online customer survey and review process
- Training and mentoring experience
- Subject matter expert in one or more related areas
- Experience with Nat Gen programs for all states and lines of business
- Experience with the claim-handling process
- Experience with EPIC
- Bilingual (English and Spanish)
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.

📌 Operations Analytics and Audit Specialist (Tijuana)
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