SWBC

Loss Draft Customer Service Representative

SWBC

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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About the role

  • 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.

Requirements

  • High School diploma or GED equivalency required.
  • Minimum of three (3) years of high-level data entry, in-bound, out-bound, or other related call center, telemarketing or related experience.
  • Mortgage insurance experience preferred.
  • Basic understanding of insurance claims processing.
  • Ability to quickly understand information and situations and provide appropriate response.
  • Strong ability to actively listen and communicate solutions.
  • Excellent phone etiquette and professionalism.
  • Strong verbal and written communication and customer relationship skills.
  • Demonstrated ability to follow instruction.
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
  • Working knowledge of Microsoft Suites such as Excel, and Word and data entry systems such as AS400.
  • Ability to perform in a fast-paced and high pressure phone queue environment.
  • Familiarity with most general office machines.
  • Willingness to attend an initial on-the-job training session.
  • Ability to work flexible schedules Monday – Friday and overtime, including Saturdays as required.
  • Able to follow directions and apply established procedures.
  • Able to sit for long periods of time while answering incoming calls, entering data, or performing other sedentary duties.
  • Able to lift, carry, push, or pull 10 – 20 lbs. of files, reports, or other documents/manuals.
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 & Tools
data entryinsurance claims processingloss draft trackingproperty inspectionsdisbursement requestsMicrosoft ExcelMicrosoft WordAS400
Soft Skills
active listeningcommunicationcustomer relationshipprofessionalismde-escalationfollowing instructionsadaptabilityattention to detail
Certifications
High School diplomaGED equivalency