Customer Service Representative

About the role

The Customer Service Representative assists customers with complaints, orders, billing inquiries, account questions, cancellations, and other service-related requests. This role maintains high-quality service standards to ensure customer satisfaction.

Responsibilities

• Answer inbound calls and emails from assigned lenders regarding insurance letters, charges, proof of coverage, and related inquiries.
• Research insurance websites to obtain and print proof of coverage for data entry.
• Contact insurance agents to verify Break in Coverage (BIC) dates.
• Review lender files to identify multi-collateral properties and verify all associated property addresses and loan information.
• Prepare escrow disbursements to meet lender deadlines, including creating escrow reports, following up on missing invoices, and communicating updates to lenders.
• Review insurance policies to ensure compliance with lender requirements.
• Make outbound calls to insurance agents and companies to verify coverage, request renewals, and obtain missing information.
• Enter insurance information received via email or fax into automated systems, including lender-placed flood, hazard, wind, and deficiency policies.
• Review server-received information to determine whether updates are needed or should be forwarded for processing.
• Audit new loan reports to confirm active insurance policies are on file and request missing policies from lenders when necessary.
• Prepare, analyze, and distribute account-specific reports to lenders.
• Reconcile information from multiple sources to ensure accuracy, including matching insurance policies to loans and verifying property details.
• Prepare cancellations, premium notices, bills, and correspondence in compliance with regulatory requirements.
• Attend departmental meetings as requested.
• Maintain professional working relationships with clients, lenders, and team members.
• Assist with additional projects and duties as assigned.

Requirements

• High school diploma or GED required.
• Minimum of one year of customer service experience preferred, ideally in insurance, finance, banking, or a call center environment.

Qualifications

• This is an entry-level position designed to provide training on SUI workflows, policies, and procedures.
• Property & Casualty (P&C) insurance license is a strong plus.
• Strong communication, organizational, and problem-solving skills preferred.
• Ability to manage multiple tasks while maintaining accuracy and professionalism.

Skills

• Strong communication, organizational, and problem-solving skills preferred.
• Ability to manage multiple tasks while maintaining accuracy and professionalism.

Benefits

• Competitive Compensation: Base salary commensurate with experience.
• Paid Time Off: 17 PTO days annually, 9 company holidays, and 2 floating holidays.
• Work-Life Balance: Enjoy a casual dress code and a flexible work environment.
• Career Development: Access to professional growth opportunities and tuition assistance.
• Retail Savings: Company 401(k) match to support your financial future.

Pay

Base salary commensurate with experience.

Schedule

Casual dress code and flexible work environment.