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 borrowers/members, financial institutions and insurance agents by researching, verifying, updating loan insurance information and documenting the affected account’s history file.
Refers complex questions, problems or client complaints promptly and accurately to the appropriate resources to ensure customer satisfaction and product integrity.
Assists in performing time-sensitive account maintenance before and after account processing cycles.
Enters updates to pertinent insurance data from Document Management System or FAX into the computer system in a timely manner ensuring accuracy, completeness, and adherence to department procedures.
Prepares, packages, and mails insurance policies, proof of insurance requests, and paid certificates to borrowers/members and financial institutions.

High School Diploma or equivalency required
Minimum of zero to six (0-6) months of data entry, in-bound, out-bound or other related call center, telemarketing or related experience
Insurance or banking experience preferred
Excellent interpersonal, organizational and telephone etiquette skills
Strong workflow and communication skills (both written and oral)
Able to operate a computer and basic office equipment
Able to type 40 WPM accurately and operate a 10-key calculator by touch.

Outbound Customer Service Representative

Key skills