Customer Service Training Lead

GAINSCO Inc., is a property and casualty insurance holding company. Through our insurance brand, GAINSCO Auto Insurance®, we concentrate our efforts on the non-standard personal automobile market, specializing in minimum-limits personal auto insurance. GAINSCO was established in 1978 as a Texas corporation and is based in Dallas, with a regional office in Miami. Our insurance operations are conducted through MGA Insurance Company Inc., a Texas corporation.

To ensure that all of the Customer Service staff is properly trained and understands their job expectations. Serves customers by organizing and monitoring service actions; provides most current regulations and guidelines to staff.

• 40% Maintains consistent Customer Service and Policy Administration practices by conducting new hire training classes presenting job-specific, company-specific, and generic programs; analyzing effectiveness of training to specific job applications; conducting follow up sessions to ensure understanding of key policies and practices. Updates Call Center Training Manuals with most current regulations and guidelines.
• 30% Aides in ensuring that Customer Service and Policy Administration employees are following company guidelines by conducting audits to check for accuracy and understanding of key business policies and procedures.
• 25% Functions as a Call Center Lead, resolving escalated phone calls; providing quality service by enforcing customer service standards; analyzing quality and customer service problems; initiating audits and identifying trends.
• 5% Ensures that updates to the Customer Service General Website / SharePoint are accurate by updating Turbo and other information with most current regulations and guidelines.

Required behaviors for all positions:

• Communicate with co-workers, management, customers, vendors, and others in a courteous and professional manner
• Conform with and abide by all Company codes, regulations, policies, values, work procedures and instructions
• Regular attendance

Education: High School Diploma required, Bachelors degree a plus

Experience: Minimum of 3 years experience in an insurance customer service department, previous training and quality control experience is preferred.

Skills and Abilities: Excellent customer service skills; excellent verbal and written communication skills, ability to mentor; leadership skills; time management skills; organizational skills; excellent presentation skills and prior experience in making presentations; must be able to multi-task in a fast-paced environment.

Other: May be required to attend professional Insurance Underwriting Certification/Education Program and/or sit for the Property & Casualty License if required, based on business needs.