Loss Drafts Inbound Call Center - Team Lead

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers.

The Loss Drafts Inbound Call Center - Team Lead I is responsible for supervising delivery of loss drafts services within area of responsibility. Manages critical performance indicators and provides guidance and coaching to reach company targets. Observes day-to-day interactions between front line employees/customers and develops specific coaching plans to help frontline employees exceed goals. Collaborates with business partners and supports client relationships to guide delivery of effective services and support oversight of home repair compliance in the event of property loss.

• Support loss drafts management team by overseeing completion of delegated tasks, monitoring loss drafts claim documentation processing and assisting with workflows as required to ensure accuracy and effectiveness of operations within area of responsibility
• Guide delivery of accurate and efficient loss drafts services by conducting regular quality checks, tracking contributions of team members, monitoring team members performance metrics, and collaborating with team management to recommend improvements and share feedback on effectiveness of loss drafts processes
• Support positive client relationships within assigned area by communicating with key external stakeholders as required to clarify and resolve inquiries, solicit feedback, and understand client needs and expectations
• Leverage subject matter expertise by utilizing comprehensive knowledge of processes, queues and client-specific procedures to support multiple workflows, manage escalated service calls and resolve complex issues and client inquiries
• Supervise daily operations of team by coordinating and communicating employee tasks, measuring performance, and providing feedback to achieve high productivity and meet service level expectations
• Track team member time and attendance
• Take regular calls when volume spikes and ability to take escalated call throughout the work shift.

• Supervisory Experience Minimum 2 years of experience leading or supervising a team in a customer service, financial services, or insurance-related environment.
• Loss Drafts or Claims Processing Hands‑on experience with loss drafts, mortgage claims, or property loss processes, including documentation review and compliance oversight.
• Performance Management Proven ability to monitor team performance metrics, conduct quality checks, and implement coaching plans to improve productivity and service delivery.
• Client Relationship Management Experience communicating with external stakeholders to resolve inquiries, manage escalations, and maintain positive client relationships.
• Operational Expertise Strong understanding of workflows, queues, and client‑specific procedures; ability to manage escalated service calls and complex issues.
• Time and Attendance Tracking Familiarity with tracking employee schedules and attendance to ensure operational efficiency.
• Call Handling Ability to manage high‑volume and escalated calls during peak periods.

• High School Diploma or GED (Required)

• This job has supervisory duties.

Compensation offered for this role is 46,000. annually and is based on experience and qualifications.

Shift for this role will ideally be M-F 11:30AM-8:00PM CST. Please note that the schedule may be subject to change based on business needs.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Effective July 1, 2014, under Indiana House…