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

High School Diploma or GED required
Minimum of one to two (1-2) years in coordinating the implementation of company products and procedures and high-level customer service or other related experience in an insurance or banking environment
Working knowledge of insurance coverage and procedures
Strong orientation to detail and ability to maintain accuracy in processing loan information and detecting discrepancies
Excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills
Strong computer and keyboard skills which includes MS Word and Excel
Able to stoop, kneel, and sit for long periods of time while processing and/or providing support to the Financial Institutions
Able work under sometimes stressful conditions while maintaining professionalism and enthusiasm

Client Service Representative

Key skills