Loss Drafts Customer Service Representative
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Job Description
Customer Service Representative for SWBC handling inquiries regarding loss draft processing. Managing communications with borrowers and insurance companies in a fast-paced environment.
Responsibilities:
- Resolves inbound service calls regarding routine questions, inquiries, and/or problems associated with processing of loss drafts made by borrowers, contractors, and insurance companies and third parties in a timely and courteous manner by researching and verifying information and distribution status.
- Tags (record) the call.
- Inputs information regarding conversation accurately into the Loss Draft Tracking system as required to document call activity.
- Sets-up processing tasks such as property inspections, disbursement requests, and other activities pertinent to the loss draft process.
- Applies de-escalation skills when callers are upset and appropriately refers unresolved calls to the appropriate team members to ensure customer satisfaction.
- Performs other duties as required.
Requirements:
- High School diploma or GED equivalency required.
- Minimum of three (3) years of high-level data entry, in-bound, out-bound, or other related call center, telemarketing or related experience.
- Mortgage insurance experience preferred.
- Basic understanding of insurance claims processing.
- Ability to quickly understand information and situations and provide appropriate response.
- Strong ability to actively listen and communicate solutions.
- Excellent phone etiquette and professionalism.
- Strong verbal and written communication and customer relationship skills.
- Demonstrated ability to follow instruction.
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
- Working knowledge of Microsoft Suites such as Excel, and Word and data entry systems such as AS400.
- Ability to perform in a fast-paced and high pressure phone queue environment.
- Familiarity with most general office machines.
- Willingness to attend an initial on-the-job training session.
- Ability to work flexible schedules Monday – Friday and overtime, including Saturdays as required.
- Able to follow directions and apply established procedures.
- Able to sit for long periods of time while answering incoming calls, entering data, or performing other sedentary duties.
- Able to lift, carry, push, or pull 10 – 20 lbs. of files, reports, or other documents/manuals.
Benefits:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Leadership Academy and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
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