Inbound Customer Service Representative

Title: Inbound Customer Service Representative

Location: Remote Site - TX

Job Description:

SWBC is seeking a talented individual to provide customer service support for loan portfolios to financial institutions, insurance agents and borrowers/members by assessing and updating collateral protection insurance (for both auto and mortgage loans) coverage and identifying uninsured loans.

 

Why you'll love this role:

 

You will enjoy Monday - Friday work hours in a role that is not only a great opportunity to learn a process that benefits yourself and/or others, but you are able to assist customers with their needs, making a positive impact on their experience with SWBC.

 

Essential duties include the following:

• Resolves inbound calls regarding routine collateral protection insurance coverage questions, inquiries and/or problems on the status of insurance on loans made by borrowers/members, financial institutions and insurance agents by researching, verifying, updating loan insurance information, making outbound calls and documenting the affected account’s history file.

• Responsible for meeting or exceeding quality expectations to ensure customer satisfaction.

• Adheres to schedule, ensuring promptly logged into the system and available for calls.

• Responsible for handling the calls effectively and efficiently, multi-tasking to meet the average handle time expectations of the calls.

• Handles most complex calls with minimal assistance (lapses, waives, breaks in coverage, and the like).  Provides assistance in and/or refers high-level, complex questions, problems or client complaints to appropriate resources to ensure customer satisfaction.         

• Updates the system with pertinent insurance data, adhering to department procedures.

• Performs other duties/campaigns assigned by management.

 

Serious candidates will possess the minimum qualifications:

• Some college course work in Business, Management, Communications, Marketing, related field or equivalent experience.

• Minimum one to two (1-2) years of in-bound, out-bound or other related call center, telemarketing or related experience in insurance or banking environment, preferred.

• Strong workflow and written and verbal communication skills.

• Able to remain professional and courteous in all interactions with SWBC clients and staff.

• Able to effectively multi-task.

• Able to operate a computer and basic office equipment.

• Able to type 40 WPM accurately.

• Able to operate a 10-key calculator by touch.

 

SWBC offers*:  

• 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

 

*Based upon employee eligibility