Loss Drafts Customer Service Representative

SWBC is seeking a talented individual to perform functions of customer service associated with answering and resolving phone inquiries from borrowers, contractors, insurance companies, and third parties regarding the processing of loss drafts. Why you'll love this role: In this role, you will have direct impact in a niche market, helping borrowers recover from a disaster or damaging event in their home. Your ability to manage multiple stakeholders to coordinate the end result of a repaired home will create a happy customer, happy client and the satisfaction of knowing that you made a difference. Essential duties include the following: Resolves inbound service calls regarding routine questions, inquiries, and/or problems associated with processing of loss drafts made by borrowers, contractors, and insurance companies and third parties in a timely and courteous manner by researching and verifying information and distribution status. Tags (record) the call. Inputs information regarding conversation accurately into the Loss Draft Tracking system as required to document call activity. Sets-up processing tasks such as property inspections, disbursement requests, and other activities pertinent to the loss draft process. Applies de-escalation skills when callers are upset and appropriately refers unresolved calls to the appropriate team members to ensure customer satisfaction. Performs other duties as required. Serious candidates will possess the minimum qualifications: High School diploma or GED equivalency required. Minimum of three (3) years of high-level data entry, in-bound, out-bound, or other related call center, telemarketing or related experience. Mortgage insurance experience preferred. Basic understanding of insurance claims processing. Ability to quickly understand information and situations and provide appropriate response. Strong ability to actively listen and communicate solutions. Excellent phone etiquette and professionalism. Strong verbal and written communication and customer relationship skills. Demonstrated ability to follow instruction. Ability to navigate multiple computer systems, applications, and utilize search tools to find information. Working knowledge of Microsoft Suites such as Excel, and Word and data entry systems such as AS400. Ability to perform in a fast-paced and high pressure phone queue environment. Familiarity with most general office machines. Willingness to attend an initial on-the-job training session. Ability to work flexible schedules Monday – Friday and overtime, including Saturdays as required. Able to follow directions and apply established procedures. Able to sit for long periods of time while answering incoming calls, entering data, or performing other sedentary duties. Able to lift, carry, push, or pull 10 – 20 lbs. of files, reports, or other documents/manuals. SWBC offers*: Competitive overall compensation package Work/Life balance Employee engagement activities and recognition awards Years of Service awards Career enhancement and growth opportunities Leadership Academy and Mentor Program Continuing education and career certifications Variety of healthcare coverage options Traditional and Roth 401(k) retirement plans Lucrative Wellness Program *Based upon employee eligibility Additional Information: SWBC is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWBC does not hire tobacco users as allowed by law. To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button. Apply To This Job