Job Summary:
A Specialist incident management ECC (Enterprise Command Center) opens, facilitates, and, manages rapid response calls when potential outages are detected. Handles complex incident detection/situations and provides guidance to Sr. Associate level analysts. They possess a fundamental knowledge of Priority 1 applications (previously held associate position) and understand the impact of most outages to the Allstate Corporation. This role is under direction with and following protocol with guidance provided by Consultant level if needed.
Key Responsibilities:
- Run various diagnostics to determine validity of errors received
- Facilitate complex incident detection/situations including acting as the liaison to individuals who will resolve the incident; provide guidance to Sr. Associate analysts
- Handle most rapid response calls independently
- Determine majority of interdependencies through documentation and experience
- Document all dialog during a Rapid Response Call
- Effectively communicate during Rapid response calls
- Utilize Instant Messenger, E - mail and conferencing software to manage Rapid Response calls
- Provide regular updates to senior leadership and clients on difficult outages and introduce the situation during SMON (Senior Management Outage Notification) updates
- Adhere to Transactional Escalation Procedures
- Generate (or review) Customer Outage Notification or Business Outage Notification paging updates as needed
Supervisory Responsibilities:
This job does not have supervisory duties
Preferred Qualifications:
Education and Experience
- Bachelor's degree or equivalent experience
- 2-4 years experience in customer service
Certificates, Licenses, Registrations
- None
Functional Skills
- Change management skills
- Customer service skills
- Facilitation skills
- Incident management skills
- Technical writing skills
#LI-PE1
#LI-Remote
National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.
In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.
About National General Holdings:
National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.
National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!
Companies and Partners
Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.
In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:
- Paid Training
- Medical, Dental, Vision benefits
- Wellness Programs
- Life and Short/Long Term Disability Insurance
- 401k w/ Company Match
- Company Paid Holidays & Generous Time-off policy
- Employee Discount Program
- Career Advancement and Development Opportunities
- On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
- On-site Fitness Center (Cleveland and Dallas offices)
- Subsidized parking (Cleveland office)
National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.
In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.