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

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

Customer Service Representative, Loss Drafts

Key skills