Product Support Administrator I

Hub International Insurance • Irving, TX

13d • Onsite

About The Position

Responsible for efficient handling of telephone and email inquiries from clients, agents, and producers in a timely and professional manner. Supports the day-to-day workflow of the department’s email inbox and assists in maintaining positive relationships with producers and self-service clients.

Requirements

• Must be a self-starter with the ability to prioritize and time-manage while working in a fast-paced environment.
• Creative and imaginative problem-solving abilities with a strong desire to create win-win situations.
• Strong customer service orientation, consistently delivering outstanding support.
• Detail-oriented with solid organizational skills.
• Good follow-up skills are essential.
• Excellent written and verbal communication skills.
• 1-2 years of relevant experience
• High school or equivalent

Nice To Haves

• Experience in mortgage servicing, property insurance, or related product or service is a plus.
• Familiarity with financial services products, systems, and coverage is a plus.

Responsibilities

• Handle incoming correspondence in the Product Services Department email inbox, prioritizing timely, accurate responses in line with departmental standards.
• Collaborate with team members and the Product Services Manager to develop and implement a comprehensive communication plan with clients to proactively assess and address their evolving needs.
• Provide basic-to-intermediate helpdesk support and training for clients, agents, and producers.
• Working closely with team members and the Product Services Manager to foster and enhance relationships with existing clients and agents through consistent and informative communication.
• Develop a working understanding of loan servicing operations, including collateral management, insurance requirements, and escrow responsibilities.
• Proficient familiarity with Mortgage Protection Insurance for lender-placed and REO risks, tracking and reporting self-service clients through iPol and variant or modified exposure-only programs.
• Inform the Supervisor/Manager of any unusual activity or requests, including coverage or cancellation requests, prospective client inquiries or referrals received, and awareness of business opportunities with current clients or producers.
• Assess incoming inquiries and escalate advanced or urgent matters to the Supervisor, Management, and/or HFS IT Staff as necessary.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees