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Research Specialist

HYLA Mobile

HYLA Mobile

Posted on Thursday, November 2, 2023

This role is responsible for resolving client and borrower questions, issues resolution, and processing exceptions. They will make outbound calls based on the client asking us to contact customers or carriers regarding concerns and issue resolution. In addition, they will be working incoming faxes, electronic methods (e-mail & system of record task assignments), correspondence, mail, reports, and project assignments.

What will be my duties and responsibilities in this job?

  • Research/resolve loan level inquires and exception items through inbound and/or outbound calls, fax, emails, tasks, correspondence, reports, and/or special projects. These may be internal or external inquiries.

  • They will use computerized systems for tracking, information gathering and/or trouble shooting the items raised by our clients and their customers. They must be able to recognize consistent problem areas and reports these concerns to management. Follow standard procedures and policies when responding to customers.

  • Ability to effectively handle escalated customer complaints via phone or email.

  • Ability to relay and document accurate and detailed information to various parties via in-bound and out-bound telephone calls, and through written communication.

What are the requirements needed for this position?

  • High school diploma or GED

  • A minimum of 2 years of mortgage service, insurance, or banking experience

  • Proficient in MS Word and Excel

  • Proficient at verbal and written communication when communicating with customers/clients.

What other skills/experience would be helpful to have?

  • Ability to perform root cause analysis.

  • Proficiency in understanding and interpreting data.

  • Strong attention to detail.

  • Strong customer service skills.

  • Excellent listening skills.

  • Ability to adapt to change.

  • Works well in team environment and as an individual contributor.

  • Works well in a fast paced/high stress environment.

  • Ability to think outside of the box to resolve problems.

  • Ability to relay and document accurate and detailed information to various parties via in-bound and out-bound telephone calls, and through written communication.


Pay Range:

$15.16 - $23.50

Pay Range:

$15.16 - $23.50

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

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What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.