SWBC is seeking a talented individual to perform functions of customer service associated with answering and resolving phone inquiries from borrowers, contractors, insurance companies, and third parties regarding the processing of loss drafts.
Why you'll love this role:
In this role, you will have direct impact in a niche market, helping borrowers recover from a disaster or damaging event in their home. Your ability to manage multiple stakeholders to coordinate the end result of a repaired home will create a happy customer, happy client and the satisfaction of knowing that you made a difference.
Essential duties include the following:
- 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.
Serious candidates will possess the minimum qualifications:
- Must have a High School diploma or GED equivalency.
- Must have at least 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.
- Must have basic understanding of insurance claims processing.
- Must have ability to quickly understand information and situations and provide appropriate response.
- Must have strong ability to actively listen and communicate solutions.
- Must have excellent phone etiquette and professionalism.
- Must have strong verbal and written communication and customer relationship skills.
- Must have demonstrated ability to follow instruction.
- Must have ability to navigate multiple computer systems, applications, and utilize search tools to find information.
- Must have working knowledge of Microsoft Suites such as Excel, and Word and data entry systems such as AS400.
- Must have ability to perform in a fast-paced and high pressure phone queue environment.
- Must have familiarity with most general office machines.
- Must have willingness to attend an initial on-the-job training session.
- Must be have ability to work flexible schedules Monday – Friday and overtime, including Saturdays as required.
- Must be able to follow directions and apply established procedures.
- Must be able to sit for long periods of time while answering incoming calls, entering data, or performing other sedentary duties.
- Must be able to lift, carry, push, or pull 10 – 20 lbs. of files, reports, or other documents/manuals.
SWBC offers*:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Emerging Professionals and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
- Based upon employee eligibility
Additional Information:
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWBC does not hire tobacco users as allowed by law.
To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.
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