Underwriting Support Specialist (Customer Service) (Remote - PST Based)

Arch Capital Group • Home Base, CA

2d • Remote

About The Position

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠. The Underwriting Support Specialist (Customer Support) provides support to our customers by providing quality customer service through knowledge of Arch MI underwriting programs, policies, and procedures. The incumbent operates under defined processes and procedures with a moderate degree of supervision, receiving detailed instruction on new or more complex assignments. This role is remote but candidates must be based in the PST time zone. Customer support duties and responsibilities include communicating with customers via phone calls and emails, promptly responding to customers questions and complaints . Retrieves voicemail and updates outgoing voicemail greeting. Provides customer service by directing callers/clients to the appropriate staff member and responding to basic inquiries in a timely manner within assigned level of authority. Assists Underwriting Support staff with requesting missing documents. Adheres to performance standards for productivity, quality, turnaround time, and data accuracy Identify and report system issues/errors in a timely manner to management. Perform other tasks and special projects as required and assigned by management. Supports sales, underwriting, and customers regarding general problem solving of issues, providing procedures of loan submission, and recommending opportunities for customers.

Requirements

• Strong customer service orientation, with a positive, empathetic attitude towards customers.
• Basic knowledge of mortgage industry.
• Ability to follow instructions, prioritize workload, and perform basic administrative tasks.
• Excellent oral and written communication skills to effectively deal with customers in a professional, concise, and courteous manner.
• Strong accuracy and attention to detail.
• Good organizational and prioritization skills.
• Ability to manage multiple concurrent assignments and be adaptable to changing priorities.
• Ability to interact and communicate within a strong team environment.
• Ability to learn and perform tasks on multiple system platforms, including basic proficiency with MIS Office and various company system applications.
• Required knowledge and skills would typically be acquired through a high school diploma/GED plus 1-2 years job-related experience.

Responsibilities

• Communicating with customers via phone calls and emails
• Promptly responding to customers questions and complaints
• Retrieves voicemail and updates outgoing voicemail greeting
• Provides customer service by directing callers/clients to the appropriate staff member and responding to basic inquiries in a timely manner within assigned level of authority
• Assists Underwriting Support staff with requesting missing documents
• Adheres to performance standards for productivity, quality, turnaround time, and data accuracy
• Identify and report system issues/errors in a timely manner to management
• Perform other tasks and special projects as required and assigned by management
• Supports sales, underwriting, and customers regarding general problem solving of issues, providing procedures of loan submission, and recommending opportunities for customers

Benefits

• multiple medical plans plus dental, vision and prescription drug coverage
• a competitive 401k with generous matching
• PTO beginning at 20 days per year
• up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer
• basic Life and AD&D Insurance as well as Short and Long-Term Disability
• Paid Parental Leave of up to 10 weeks
• Student Loan Assistance and Tuition Reimbursement
• Backup Child and Elder Care

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees