Inbound Customer Service Representative

SWBC•Shavano Park, TX

About The Position

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.

Requirements

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.

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.