Guaranteed Asset Protection - Team Lead

Provides advanced client management and customer support for all aspects of the GAP product and Allied’s client on-line quoting/sales application (iQQ). The GAP Team Leader has a thorough understanding of the day-to-day operations of the GAP department and is responsible for implementing, coordinating, and delegating projects and/or tasks to the GAP Product Specialists. Assists the Department Manager with coaching and training of employees.

This role also works with the Client Services Support Center, Accounting, IT, Allied sales and field managers, and clients directly providing in depth product support, system support and troubleshooting of issues via the phone, chat, and email.

This role holds high level administrative responsibilities, and it is important to operate at a high level of professional communication. They are working cross functionally with multiple departments and systems. This role requires a high level of attention to detail in all aspects of client management to ensure compliance guidelines are met and systems are updated accordingly.

Job Duties and Responsibilities:

Client Management (35%):

• Process data file and manual client payments
• Works with Accounting and clients to resolve pricing discrepancies and client payment.
• Prepare GAP pricing and coverage quotes for existing clients
• Delegate work and assign tasks for projects to the GAP Product Specialists.
  • Complete and coordinate testing of enhancements to Allied’s client on-line quoting/sales application (iQQ)
• Assist with testing and certifying new application programming interface (API)
• Create and maintain monthly reports for Allied sales and field managers and clients
• Assign tickets within our customer relationship management system
• Provide support to product carriers

Customer Support (25%):

• Provide advanced level customer support and problem-solving solutions to Allied sales and field managers, various departments within Allied, and product carriers assisting with all aspects of GAP.
  • Product questions
  • Troubleshoot issues within Allied’s client on-line quoting/sales application (iQQ)
  • Cancellations
  • Refund inquiries
  • Claim assistance
• Provide telephone/chat backup to call center
• Review, assign, and work email requests from the general product inbox

Compliance (25%):

• Revise flex grids for Allied’s client on-line quoting/sales application (iQQ), which controls how the product is sold by our clients and what populates on the GAP Waiver Addendum that the end borrower receives.
• Revise form templates for manual clients not utilizing Allied’s client on-line quoting/sales application (iQQ)
• Review marketing material to ensure federal and state compliance regulations are followed
• Update internal records when state filing changes occur
• Create training documents for manual clients
• Responsible for creating, tracking, and maintaining forms which are used by clients to sell and fulfill the product.
• Update GAP Waiver Addendum and training documents- outline coverages and exclusions of the client’s GAP program to end borrowers in compliance with state regulations
  • Select appropriate form template based on state compliance regulations for each client
    • Enter client specific coverage
    • Proof forms prior to release to client

Employee Relations (10%):

• Assist with new employee training
• Assist with coaching and cross training of employees
• Provide guidance to GAP Product Specialist regarding client management and customer support
• Makes suggestions for process improvements regarding department procedures.

Other Projects (5%):

• Complete other duties as assigned

Qualifications (Education, Experience, Certifications & KSA):

• High School Diploma required
• Bachelor’s degree in a related field preferred; 3 years of directly related work experience may substitute for a Bachelor’s degree
• 3-4 years of directly related work experience required
• 1-year prior leadership experience required
• 2 years’ experience with the GAP product preferred
• Intermediate to advanced proficiency with Microsoft Excel and Word required
• Previous experience with Adobe Acrobat XI Pro preferred
• Previous experience with system/software testing preferred
• Strong attention to detail and accuracy in work produced
• Ability to handle multiple tasks and manage complex projects
• Ability to organize and prioritize workload to meet deadlines
• Excellent analytical and training skills
• Ability to communicate professional