Commercial Service Liaison

HUB International is a leading global insurance broker, offering comprehensive property, casualty, risk management, life and health, employee benefits, investment, and wealth management solutions. With over 650 offices and 22,000+ employees across North America, we help individuals and businesses evaluate and manage risks with personalized service and expert guidance.

About the role

Act as a Mortgage Operations subject matter expert (SME) for assigned mortgage clients. Provide comprehensive, single-touch operational support to client(s) and Account Management while maintaining service standards in processing reports and managing projects.

Responsibilities

• Track and report on all client-facing activities, recording key metrics and current projects/issues for onsite and/or online reviews.
• Support HFSDirect functions, including user set-up, user training, technical troubleshooting, and client communication(s).
• Work with HFS management on projects to provide internal and external client support (technical assistance, product/program training, project management, presentation coordination).
• Develop and maintain positive working relationships.
• Perform crisis management through prevention, resolution, and mitigation.
• Resolve escalated issues in a timely and professional manner.
• Identify and report process-improvement opportunities to your manager.
• Advocate for clients by identifying and implementing process or program improvements to boost efficiency.
• Conduct routine check-in calls with assigned client’s key operational personnel.
• Maintain, report, and manage minimum department performance quality for all work, including required data processing.
• Assist with major sales proposals and presentations as requested.
• Maintain and grow expertise in mortgage insurance tracking and lending.

Requirements

• High school diploma or equivalent.
• 2–5 years of relevant experience.
• Detail-oriented with ability to supervise office operations and multiple tasks.
• Working knowledge of Windows and Office software.
• Training and management experience.
• Ability to work in a fast-paced, multi-tasking environment.
• Prior data analysis experience.
• Knowledge of mortgage agreements and lending.
• P&C Insurance, Mortgage, or Forced-Placed Insurance experience is a plus.

Schedule

Full-time, on-site role requiring five days per week in the office.