SWBC

Claims Specialist

• Identifies coverage and sets up new claims in the claims system along with assigning the appropriate adjuster, appraiser, and/or vendor
• Documents and notates claims as necessary, including for contacts with clients and appraisal companies
• Handles incoming correspondence to assist lenders, borrowers, and third-party administrators
• Uploads and saves imaging documents into the claim system
• Performs other daily activities, including maintaining daily tracker, distributing mail to appropriate parties, logging customer complaints, and completing special projects
• Handles incoming calls in a phone queue and uses excellent customer service skills to gather claim information
• Reviews claims statuses and notates the claims system with the status
• Proven research skills with ability to quickly locate and analyze relevant data
• High level of self-motivation and discipline to work independently
• Ability to prioritize tasks, manage time effectively, and meet deadlines
• Strong analytical and problem-solving skills
• Excellent communication and organizational skills
• Examines and researches inquiries from customers regarding the claims process, status, and settlements
• Reconciles weekly claim reserves to ensure proper tracking and reporting of reserves
• Releases custom weekly reports to carriers, clients, and third-party administrators
• Performs other duties as required

Mortgage Claims Processor

Compliance

• Provide support and assistance in all aspects of the mortgage finance business and compliance
• Ensure conformity and adherence with all applicable state and federal laws and regulations
• Provide independent oversight and guidance regarding SWBC Mortgage products, services, and processes
• Support internal customers to ensure compliance with state or federal lending laws and company policy
• Assist in the preparation of federal and state regulatory examinations and internal audits
• Provide administrative support including reviewing and preparing reports and correspondence
• Participate in special department projects
• Perform internal pre-close and post-close audits
• Assist with the development and implementation of compliance policies and procedures
• Create, revise, and maintain federal and state lending disclosures
• Maintain state and federal lending reference manuals, matrices, and history files
• Assist with coordination and responding to notices from regulatory agencies and investors

Mortgage Compliance Specialist

Payroll

• Serve as the primary SWBC PEO representative and contact with assigned clients
• Facilitate timely and accurate processing of payroll
• Maintain payroll-related accounts
• Responsible for reconciliation and accuracy of payroll system
• Prepare forms, enter data into payroll system, compute wages and deductions
• Interact with clients regarding payroll questions and problem resolution
• Maintain records for payroll transactions including salary changes and terminations
• Collect and process new hire paperwork accurately

Payroll Specialist I

Customer Success Manager

• Serve as the single point of contact for onboarding new clients and delivering system demonstrations
• Manage the implementation of new clients and large system changes/conversions
• Support sales efforts through tailored product demonstrations
• Collaborate with Sales to tailor each system demonstration to the client’s specific needs
• Deliver demonstrations remotely and on-site, adapting content to audience needs
• Lead the demonstration process from request through post-demo review using best practices
• Continuously improve scripts, demo and implementation workflows to enhance client engagement
• Build and maintain client relationships before, during, and after implementation and demonstrations
• Develop and manage project plans for client implementations and system conversions
• Establish and manage timelines for implementations and demonstrations
• Coordinate with internal departments (HRIS, Payroll, Benefits, etc.) to develop business and data mapping requirements
• Review all processes and procedures with clients and internal staff for system conversions
• Prepare and communicate implementation progress to internal teams and clients
• Facilitate meetings with clients and internal stakeholders to ensure alignment and progress
• Gather and share competitive intelligence
• Escalate issues impacting implementation timelines to key stakeholders
• Perform all other duties as assigned

Client Success Specialist I

• Collaborate with Sales to tailor each system demonstration to the client’s specific needs, ensuring alignment with their goals and priorities.
• Delivers demonstrations remotely and on-site, adapting content to audience needs.
• Leads the demonstration process from request through post-demo review using best practices.
• Continuously improves scripts, demo and implementation workflows to enhance client engagement.
• Build and maintain client relationships before, during, and after implementation and demonstrations.
• Serves as the single point of contact for new clients during onboarding and implementation and ensures a smooth transition to operations.
• Develop and manage project plans for client implementations and system conversions.
• Establishes and manages timelines for implementations and demonstrations.
• Coordinates with internal departments (HRIS, Payroll, Benefits, etc.) to develop business and data mapping requirements.
• Review all processes and procedures with clients and internal staff for system conversions.
• Prepares and communicates implementation progress to internal teams and clients.
• Facilitates meetings with clients and internal stakeholders to ensure alignment and progress.
• Gather and share competitive intelligence.
• Escalates issues impacting implementation timelines to key stakeholders.
• Performs all other duties as assigned.

Customer Support

• 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

Customer Service Representative, Loss Drafts

• Resolves inbound and makes outbound service calls regarding routine collateral protection insurance coverage questions, inquiries and/or problems on the status of insurance on loans made by borrowers/members, financial institutions and insurance agents by researching, verifying, updating loan insurance information and documenting the affected account’s history file.
• Refers complex questions, problems or client complaints promptly and accurately to the appropriate resources to ensure customer satisfaction and product integrity.
• Assists in performing time-sensitive account maintenance before and after account processing cycles.
• Enters updates to pertinent insurance data from Document Management System or FAX into the computer system in a timely manner ensuring accuracy, completeness, and adherence to department procedures.
• Prepares, packages, and mails insurance policies, proof of insurance requests, and paid certificates to borrowers/members and financial institutions.

Outbound Customer Service Representative

• 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.

Loss Drafts Customer Service Representative

• A CSM will play a vital role in ensuring customers achieve their desired outcomes while using SWIVEL’s solutions.
• Develops and strengthens relationships with customers within your designated territory.
• Serves as a key member of customer-facing teams and is expected to leverage their extensive knowledge of SWIVEL solutions to support sales and new business growth.
• Monitors customer health metrics, proactively addresses risks, and implements strategies to prevent churn and ensure long-term retention.
• Works with customers to build customer success plans.
• Partners with accounts teams to uncover cross-selling and product adoption opportunities.
• Advocates customer needs to cross-functional teams.
• Identifies dissatisfaction risk and collaborates with internal teams to remediate and ensure renewal of contract.
• Leverages Salesforce, Omni Analytics, and other internal tools for data-driven insights.
• Creates and delivers data-supported business reviews and reports.
• Drives operational excellence by creating scalable processes, playbooks, and workflows.
• Supports the Implementations team for client onboarding readiness.
• Serves as a senior role on the team, bringing industry experience and mentorship of associate-level team members.
• Stays ahead of industry trends, compliance, and payment systems to provide informed guidance to customers and field teams.

• Processes loss draft files, working them from the notification of the loss until the file closes.
• Communicates with the homeowner, their contractor, and other third parties engaged in the property repair process.
• Reviews claim documents and contractor documents for accuracy, order and review inspection results to ensure repairs are made, determine disbursement eligibility based on processing guidelines, and partnering with the financial institutions to assist their borrowers through the property loss repair process.
• Notates activities and conversations accurately regarding the loss draft claim file in Loss Draft Tracking system, clearly providing a status.
• Works on assigned files via tasks in production queue.
• Resolves processing situations which occur on the assigned files, understanding the guidelines and providing recommended solutions to management.
• Identifies the actions to be taken to progress the claim, then set-up processing tasks (such as property inspections, disbursement requests, and other activities).
• Answers inbound calls from the borrowers and other third parties, and/or listen and respond to voicemails.
• Adapts and applies updated guideline/procedural changes timely.
• Communicates with the financial institution regarding the loss draft file per documented procedures.
• Performs all other duties as assigned.

Mortgage Claims Specialist – Loss Drafts

Sales

• Lead the efforts of sales for the SWBC PEO division.
• Lead the sales team in establishing and growing SWBC PEO’s market presence in the Texas markets through consultative presentations, RFP development and responses.
• Directs sales activities and staff through effective coaching, supporting, and strategically participating in all stages of the sales process.
• Provide clear direction and regular feedback.
• Conducts consistent one-on-one pipeline reviews with all account managers/executives to build effective communication and improves sales and activity performance.
• Creates and achieves overall performance objectives for sales team to include establishing quotas and sales plans; working with sales staff to close deals and maintain customers; analyzing and resolving problems affecting the sales team both at a strategic and tactical level; and directing the pipeline of sales team.
• Renews existing business by expanding existing coverage and identifying cross-selling opportunities to meet or exceed production goals as jointly established with the PEO Division’s CEO.
• Executes annual strategic plan/budget and prepares monthly sales updates to ensure achievement of established sales goals and compliance with established budgetary constraints; and directs sales time and resources according to plan.
• Develops new production, proposals and consultation to sell new accounts to meet or exceed production goals as jointly established the PEO with the PEO Division’s CEO.
• Directly involved in the sales and client relationship process.
• Directly involved in the ongoing relationship management of assigned accounts and takes appropriate action for client profitability and retention.
• Involved in negotiation of pricing and terms and manages contracting with existing clients and prospects.
• Assists and supports product and marketing to develop new product concepts and marketing collateral materials.
• Represents company at various industry conferences.
• Remains current on industry changes and competition.
• Maintains travel and expense budget at or under division's target level.

Regional Sales Manager

• Lead the sales team in establishing and growing SWBC PEO’s market presence in the Texas markets through consultative presentations, RFP development and responses.
• Directs sales activities and staff through effective coaching, supporting, and strategically participating in all stages of the sales process.
• Provide clear direction and regular feedback.
• Conduct consistent one-on-one pipeline reviews with all account managers/executives to build effective communication and improve sales and activity performance.
• Creates and achieves overall performance objectives for sales team to include establishing quotas and sales plans; working with sales staff to close deals and maintain customers.
• Analyzing and resolving problems affecting the sales team both at a strategic and tactical level.
• Directing the pipeline of sales team.
• Renews existing business by expanding existing coverage and identifying cross-selling opportunities to meet or exceed production goals as jointly established with the PEO Division’s CEO.
• Executes annual strategic plan/budget and prepares monthly sales updates to ensure achievement of established sales goals and compliance with established budgetary constraints.
• Directs sales time and resources according to plan.
• Develops new production, proposals and consultation to sell new accounts to meet or exceed production goals as jointly established with the PEO Division’s CEO.
• Directly involved in the sales and client relationship process.
• Directly involved in the ongoing relationship management of assigned accounts and takes appropriate action for client profitability and retention.
• Involved in negotiation of pricing and terms and manages contracting with existing clients and prospects.
• Assists and supports product and marketing to develop new product concepts and marketing collateral materials.
• Represents company at various industry conferences.
• Remains current on industry changes and competition.
• Maintains travel and expense budget at or under division's target level.

• Provide customer service in a fast paced, inbound call center environment for Financial Institutions
• Assist with account inquiries and basic transactions (transferring funds, making loan payments, etc.)
• Provide Online Banking assistance and Card Services
• Assist with debit card fraud alerts and gather information for loan applications
• Resolve inbound calls regarding routine financial questions, inquiries and/or problems on the status of accounts, suspicious transactions, making transfers, payments, or fraud
• Adhere to schedule, ensuring promptly logged into the system and available for calls
• Handle complex calls with minimal assistance and refer high-level, complex questions, problems or client complaints to appropriate resources

Mortgage Claims Processor

Mortgage Compliance Specialist

Payroll Specialist I

Client Success Specialist I

Client Success Specialist I

Customer Service Representative, Loss Drafts

Outbound Customer Service Representative

Loss Drafts Customer Service Representative

Customer Success Manager

Mortgage Claims Specialist – Loss Drafts

Regional Sales Manager

Regional Sales Manager

Bilingual Customer Service Representative