PRIMARY OBJECTIVES

• For providing front line, direct contact with clients and customers. This is principally done through receiving or placing telephone calls, however mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication.
• Uses computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer.
• Recognizes consistent problem areas and reports to higher level for action.
• Seeks to retain account and/or suggest and encourage use of other services and products.
• Depending on area may promote and sell products and/or services and enter or confirm sales.
• Responds in a timely manner.
• Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.

MAJOR AREAS OF ACCOUNTABILITY

• Research/resolve loan level inquires as it relates to inbound/outbound call activity. More experienced associates will be involved in root cause analysis of more complex inquiries.
• Handle in-bound and out-bound calls from our customers in hazard insurance, mortgage banking and property loss. More experienced associates will handle escalated calls.
• Initially works in a single client /functional environment due to limited knowledge and skill set. More experienced associates will work in a multi-client or multi-functional environment.

REQUIREMENTS:

• Education

• High school diploma/GED

• Knowledge and Skills

• Basic to intermediate computer skills, (ability to create and edit spreadsheets and emails)
• Good verbal/written communication skills
• Strong attention to detail
• Strong customer service skills
• Excellent listening skills
• Ability to adapt well to change
• Works well in team environment and as an individual contributor
• Work well in a fast paced/high stress environment
• Ability to think outside of the box to resolve problems
• Ability to multi-task, including call handling, loan level review and call documentation within required metrics
• Ability to relay accurate and detailed information to various parties via in-bound and out-bound telephone calls

• Previous Experience

• Minimum 1 year customer service or related experience/education
• Preferred experience in insurance, banking, finance, mortgage lending or related experience