Associate Manager, Customer Care
AppFolio
Inbound Customer Service Representative
SWBC
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Resolves inbound 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, making outbound calls and documenting the affected account’s history file
- 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 (lapses, waives, breaks in coverage, and the like)
- Provides assistance in and/or refers high-level, complex questions, problems or client complaints to appropriate resources to ensure customer satisfaction
- Updates the system with pertinent insurance data, adhering to department procedures
- Performs other duties/campaigns assigned by management
Requirements
- Some college course work in Business, Management, Communications, Marketing, related field or equivalent experience
- Minimum one to two (1-2) years of in-bound, out-bound or other related call center, telemarketing or related experience in insurance or banking environment, preferred
- Strong workflow and written and verbal communication skills
- Able to remain professional and courteous in all interactions with SWBC clients and staff
- Able to effectively multi-task
- Able to operate a computer and basic office equipment
- Able to type 40 WPM accurately
- Able to operate a 10-key calculator by touch
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center experiencetelemarketing experienceinsurance knowledgebanking knowledgedata entry10-key calculator proficiencytyping 40 WPM
Soft skills
customer satisfactioncommunication skillsmulti-taskingprofessionalismcourtesyworkflow management
