Customer Service Representative

Hub International Insurance•Irving, TX

18d•Hybrid

About The Position

A path for every ambition. At HUB, we believe the best work happens when people are given real space to grow and then given the autonomy to exercise it. We power progress and protect ambition: for the clients who count on us, and equally for the people who make that possible every day. We’re creative thinkers and determined doers, guided by values that show up in how we work together: with empathy, adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do grows with them. Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here. Whether you’re starting out or leveling up, you’ll find the resources to evolve, the support to take on more and a team ready to back you at every stage. Your ambition has a home here. GENERAL DESCRIPTION (Summary, Scope, Purpose) Are you passionate about delivering exceptional customer service and making meaningful connections every day? As a Customer Service Representative, under limited supervision, you'll be the voice of our Tracking Department, playing a vital role in helping customers and insurance agents navigate insurance requirements with confidence and clarity. The Customer Service Representative will be responsible for answering incoming calls and making outbound calls to assist customers and agents while maintaining customer privacy and confidentiality in accordance with policies and procedures. The ideal candidate will educate the caller as to what documentation is required to satisfy the customer’s loan agreement and provide quality customer service with a timely resolution. Additionally, the Customer Service Representative will accurately complete loan transactions, as necessary. Successful candidates can work in a fast-paced environment while maintaining a high attention to detail to achieve individual and team production and quality results. About HUB: HUB Financial Services stands out as an industry leader in effectively managing lending risk associated with loan-level collateral for financial institutions. Whether you’re dealing with real estate owned, residential real estate, commercial real estate, auto, watercraft, RV, powersport, or equipment portfolios, our outsourced insurance tracking, blanket, and impairment programs are designed to address lending risk comprehensively. Our commitment to tailoring solutions means we create a unique strategy for each client and portfolio. Why Choose HUB? Throughout our network of more than 500 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees and providing continuous opportunities for growth and development. Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization, focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs yet evolve as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction.

Requirements

High attention to detail is required
Proficiency with Microsoft Office Suite (Word, Excel, Outlook)
10 key typing: Minimum 32 WPM
Reading Comprehension: Understanding company manuals step-by-step
A working knowledge of Windows computer environment & Office software
Skills testing may be required prior to an interview
Ability to understand policy forms and coverage descriptions
Organizational skills required
Willingness to attend educational classes if desired.

Responsibilities

Be the first point of contact, handling inbound and outbound calls with professionalism, empathy, and energy.
Guide customers and agents through the insurance documentation process, ensuring they understand what’s needed to satisfy loan requirements.
Proactively resolve issues, complete loan transactions, and educate callers on why certain documents are essential – turning confusion into clarity.
Maintain strict confidentiality and protect customer privacy during every interaction.
Deliver prompt, friendly, and high-quality support that reflects our commitment to excellence.
Field inbound calls from customers and insurance agents while providing superior customer service across all escrow and non escrow insurance products.
Conduct outbound calls to insurance agents to request the required insurance information across all products.
Educate customers on why insurance documentation is required for their loan agreement and resolve inquiries with a timely resolution.
Key in and validate data received in order to update loan records.
Match insurance documents to loan records.
Train to additional supplemental processes based on business needs.
Adhere to the Daily Workflow Schedule which outlines job responsibilities and daily production goals.
Actively participate in all training sessions, team meetings, department meetings and One-on-one meetings.
Participate and/or collaborate on assignments and special projects.
Other responsibilities as directed.

Benefits

HSA and PPO Medical plans available
FSA available
Dental plans
Vision insurance through VSP
Employer paid Short Term Disability
Employer paid Life Insurance – 2x your salary
401k -Company matching
10 paid Holidays
Floating Holidays and Personal days
Accrue Vacation and Sick time from day 1
Tuition Reimbursement
Competitive pay with comprehensive health benefits, retirement savings matching and company-paid life and disability plans
Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance