Team Lead - Integon

Integon Service Co.; Tijuana; Presencial; MXN 391.000 - 614.000; Jornada completa

Descripción de la vacante

Integon Service Co. in Mexico is seeking a Team Lead to blend customer service expertise with leadership duties. You will support daily operations, help grow team members, handle escalated issues, and partner with leadership to raise performance and satisfaction.

The role focuses on coaching, training, and mentoring, with responsibility for onboarding and ongoing development. You will ensure accurate documentation, apply policy guidelines, and drive quality across lender portfolios and insurance

Formación

• Strong communication, critical thinking, and problem-solving skills.
• Ability to lead, coach, and support team members in a fast-paced environment.
• Experience coaching and developing others.

Responsabilidades

• Support leadership with projects and process improvement to enhance customer experience.
• Provide coaching on call quality and documentation to representatives.
• Train and mentor team on insurance tracking processes and policy reviews.
• Resolve escalated borrower, lender, and carrier inquiries as SMEs.
• Promote quality and first-contact resolution through guidance.

Conocimientos

Customer service

Coaching

Leadership

Problem-solving

Communication

Decision making

Educación

High School Diploma

Descripción del empleo

Integon 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. It’s how we’ve become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more.

Job Description

This is a Team Lead position that combines customer service expertise with leadership responsibilities. You will support daily operations, help develop team members, handle escalated customer issues, and work closely with leadership to improve team performance and customer satisfaction.

Key Responsibilities

• Support leadership with departmental projects, process improvement initiatives, and recommendations that enhance customer experience, quality, and operational efficiency.
• Provide call, quality, and documentation coaching to representatives while assisting with onboarding and new hire development.
• Train and mentor team members on insurance tracking processes, lender requirements, policy review, case research, and issue resolution.
• Serve as a subject matter expert for complex borrower, lender, insurance carrier, and internal inquiries.
• Partner with internal departments and external business partners to resolve escalated cases and ensure timely follow-up.
• Interpret and apply NGLS policies, client requirements, procedures, and regulatory guidelines while researching and resolving customer concerns.
• Maintain expertise across assigned lender portfolios, insurance tracking processes, systems, and departmental procedures.
• Assist with the review and resolution of escalated requests, disputes, CSARs, and exception cases using sound judgment and critical thinking.
• Promote quality, compliance, first-contact resolution, and accurate documentation through consistent coaching and guidance.
• Respond professionally and effectively to a high volume of complex inquiries from borrowers, lenders, insurance agents, carriers, and internal stakeholders.
• Identify trends, knowledge gaps, and process improvement opportunities and communicate recommendations to leadership.
• Support a positive team culture through collaboration, accountability, knowledge sharing, and ongoing employee development.

Who would be a good fit?

• Enjoy coaching, mentoring, and developing others.
• Have strong customer service and problem-solving skills.
• Lead by example and take ownership of your work.
• Are comfortable making decisions and handling escalated situations.
• Can balance individual responsibilities while supporting a team.
• Work well with different departments and business partners.

Basic Requirements

• High School Diploma.
• Strong communication, critical thinking, and problem-solving skills.
• Strong quality and customer experience performance.
• Ability to lead, coach, and support team members in a fast-paced environment.

Skills

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.

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