Mortgage Representative
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Job Description
Mortgage Representative supporting homeowners insurance customers and mortgage companies for Porch Group, a home-services software and insurance platform. Handling policy documents, coverage verification, payments, and high-volume customer calls.
Responsibilities:
- Answer incoming calls and respond to basic customer questions and/or forward calls to appropriate personnel
- Understand and comply with assigned authority levels for taking payments and mortgage verifications
- Research customer inquiries and respond to appropriate parties in a timely manner
- Process calls to ensure service levels are met or exceeded
- Process requests within authority level and properly document files
- Interface with team members, management, and customers regarding customer service issues
- Refer callers to underwriters when appropriate and do so in a timely manner
- Manage a large volume of inbound and outbound calls
- Provide accurate, valid, and complete information using the right methods and tools
- Follow communication procedures, guidelines, and policies
- Prepare correspondence and fulfill customer needs to ensure customer satisfaction
- Provide customer care to established customers and mortgage companies by providing policy documents, verifying coverage, accepting payments, and answering product and service questions
- Report directly to the Customer Service Supervisor
Requirements:
- High school diploma or general education degree (GED)
- 2+ years of Property and Casualty Insurance experience and/or training; or equivalent combination of education and experience
- Proficiency with Microsoft Suite (Outlook, Word, Excel and PowerPoint)
- Excellent listening and verbal/written communication skills
- Ability to work independently and effectively in a fast paced, high volume call center
- Strong attention to detail and good decision-making skills
- Proven business and analytical problem-solving skills
- Product knowledge of Property and Casualty Insurance
- Gather and analyze information skillfully
- Ability to learn and properly process information with Company specific software
- Ability to follow policies and procedures
- Ability to maintain confidentiality
- Demonstrated ability to effectively manage difficult or emotional customer situations
- Insurance experience required, preferably with an insurance agency or direct carrier
- Experience with homeowners insurance preferred
- Experience working with global and/or US based business teams
- Excellent written and communication skills in English language
- Regular, predictable attendance
- A proven team player
- A positive attitude and takes pride from doing great work
- Self-motivated with a desire to succeed
- A quiet workspace
- Internet connection of at least 30 Mbps download and 10 Mbps upload
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