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SWBC · 3 months ago

Inbound Customer Service Representative

United States

Full-time

Remote

Entry Level

1+ years exp

SWBC is seeking a talented individual to provide customer service support for loan portfolios to financial institutions, insurance agents, and borrowers/members. The role involves assessing and updating collateral protection insurance coverage and identifying uninsured loans while ensuring customer satisfaction through effective communication and problem resolution.

BankingFinanceFinancial ServicesInsurance

Responsibilities

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

Qualification

Customer service experienceInsurance knowledgeMulti-taskingCommunication skillsTyping 40 WPM10-key calculator

Required

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