SWBC

Customer Support

• Provide customer service in a fast paced, inbound call center environment
• Assist with account inquiries, basic transactions (transferring funds, making loan payments, etc.)
• Online Banking assistance, Card Services, assist with debit card fraud alerts
• Gathering information for loan applications and any additional duties assigned by management
• Resolve inbound calls regarding routine financial questions, inquiries and/or problems on the status of accounts, suspicious transactions, making transfers, payments, or fraud
• Responsible for meeting or exceeding quality expectations to ensure customer satisfaction
• Adheres to schedule, ensuring promptly logged into the system and available for calls
• Responsible for handling the calls effectively and efficiently, multi-tasking to meet the average handle time expectations of the calls
• Handles most complex calls with minimal assistance
• Helps in and/or refers high-level, complex questions, problems or client complaints to appropriate resources to ensure customer satisfaction
• Performs other duties/campaigns assigned by management

Customer Service Representative

Client Services Representative

• Provides support to the Financial Institutions by working escalated or time sensitive issues in a professional and timely manner
• Assists Financial Institutions with questions regarding reports and Focus Net
• Handles Support Line to provide training in data entry, CoTrak or other Service Center procedures to include assisting with procedures inquires and problem resolution
• Performs time-sensitive account maintenance before and after account processing cycles
• 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 financial institutions by researching, verifying, updating loan insurance information and documenting the affected account’s history file
• Services complex calls, questions or problems from the Customer Service Staff to include refers, when necessary, unique, highly complex calls to appropriate resources to ensure customer satisfaction
• Creates internal management reports; and assists in special projects as needed.

Commercial Client Service Representative

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.
• Review claims statuses and notate 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

Project Manager

• Support end‑to‑end coordination of assigned projects, including timeline management, task tracking, and documenting project updates.
• Partner with cross‑functional teams to gather requirements, maintain project documentation, and follow up on action items.
• Prepare project materials such as status reports, presentations, and meeting agendas; capture notes and follow‑ups.
• Assist with process improvement initiatives by documenting workflows, identifying inefficiencies, and proposing incremental enhancements.
• Monitor project risks and escalate issues to leadership in a timely manner.
• Build and maintain positive working relationships across teams to support collaboration and alignment.
• Contribute to operational planning cycles by providing data, updates, and administrative project support.
• All other duties as assigned.

Operations

• Lead the development and continuous improvement of customer support workflows, ensuring scalability, efficiency, and alignment with business goals
• Identify, scope, and deliver automation opportunities, such as workflow automation, AI‑assisted support, routing optimization, and system integrations
• Execute strategic support initiatives, operationalize cross‑functional workstreams, define and track success metrics, and provide executive‑level reporting on progress, risks, and outcomes
• Serve as a connector between Support, Product, Engineering, Sales, Customer Success, Implementations and external vendors
• Translate business needs into technical requirements and ensure the voice of the customer is represented
• Evaluate, recommend, and implement support technologies in partnership with Product, Engineering, and Support teams that improve support operations and customer satisfaction
• Use customer insights, operational metrics, and journey analytics to diagnose issues and prioritize improvements
• Build dashboards, generate insights, and conduct post‑launch analyses to ensure sustained performance
• Collaborate with knowledge manager and support teams to maintain accurate, accessible support knowledge
• Implement governance models, feedback loops, and continuous improvement processes
• Other duties as assigned.

Support Operations Specialist

Account Manager

• Builds and maintains strong, long-lasting relationships with large-sized clients, becoming their trusted advisor.
• Identifies growth opportunities within client accounts and develops strategies to maximize revenue and profitability.
• Stays up to date with our products and services to effectively present them to clients and address their inquiries.
• Develops account plans and strategies that align with the company's objectives and client needs.
• Works closely with internal teams, including Sales, Marketing, and Product Development, to ensure seamless client experiences.
• Addresses and resolves client issues or concerns promptly and effectively, ensuring a positive client experience.
• Provides regular reports on account status, revenue forecasts, and market trends to management.
• Strives for the success and satisfaction of clients, ensuring they receive maximum value from our offerings.
• Applies critical thinking skills to analyze client challenges, identify root causes, and develop innovative solutions that align with the company's goals and client objectives.
• Auto or air travel to designated top clients within assigned territory, to also include prospective clients.

Payroll

• Serve as the primary SWBC PEO representative and primary contact with assigned clients and shared employees
• Fulfill customer service needs
• Responsible for all aspects of the payroll for the assigned employees facilitating timely and accurate processing of multi-state, weekly, bi-weekly, semi-monthly, and monthly payroll schedules
• Maintains payroll-related accounts and processes multi-state payroll
• Responsible for reconciliation and accuracy of payroll system
• Prepares forms, enters data into payroll system, computes wages and deductions, and posts to payroll records
• Interacts with clients regarding payroll questions and problem resolution
• Maintains and processes appropriate records to support all payroll transactions including salary changes, deduction changes, terminations, and name and address changes
• Works with clients to resolve payroll issues and/or discrepancies
• Processes garnishments
• Collects and ensures new hire paperwork and appropriate documents are processed accurately in the payroll and timekeeping systems
• Maintains W-4 and I-9 documents for all client new hires and processes E-Verify
• Performs all other duties as assigned

Payroll Specialist

• Provide UKG Ready support and stellar customer service to our clients and internal employees
• Provides clients with telephone and online support
• Analyzes, troubleshoots and helps resolve product/service issues reported by clients in a timely manner
• Escalate issues to Management and seek additional support if needed in order to expedite the resolution
• Assists in the development of support plans for clients
• Engages with prospects and clients to understand their Payroll, Time & Labor Management, and HRIS needs
• Leads discovery sessions with customers to define requirements
• Configures and build WFR modules to meet customer requirements
• Owns the Kronos platform and maintain relationship with Kronos support
• Stays up-to-date on the latest product features, functionality and new releases and be active in Kronos support community
• Acts as the subject matter expert both internally and with customers
• Builds delivery best practices and processes by leveraging your implementation and consulting experience
• Provides support to relationship managers

HRIS Support Specialist

• Provides support to the Financial Institutions by working escalated or time sensitive issues in a professional and timely manner
• Assists Financial Institutions with questions regarding reports and Focus Net
• Handles Support Line to provide training in data entry, CoTrak or other Service Center procedures to include assisting with procedures inquiries and problem resolution
• Performs time-sensitive account maintenance before and after account processing cycles
• 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 financial institutions by researching, verifying, updating loan insurance information and documenting the affected account’s history file
• Services complex calls, questions or problems from the Customer Service Staff to include refers, when necessary, unique, highly complex calls to appropriate resources to ensure customer satisfaction
• Creates internal management reports; and assists in special projects as needed