Inbound Customer Service Agent

SWBC is seeking a talented individual to provide customer service support for loan portfolios to financial institutions, insurance agents and borrowers/members by assessing and updating collateral protection insurance (for both auto and mortgage loans) coverage and identifying uninsured loans.

Why you'll love this role:

You will enjoy Monday - Friday work hours in a role that is not only a great opportunity to learn a process that benefits yourself and/or others, but you are able to assist customers with their needs, making a positive impact on their experience with SWBC.

Essential duties include the following:

• Resolves inbound 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, making outbound calls and documenting the affected account’s history file.
• Responsible for meeting or exceeding quality expectations to ensure customer satisfaction.
• Adheres to schedule, ensuring promptly logged into the system and available for calls.
• Responsible for handling the calls effectively and efficiently, multi-tasking to meet the average handle time expectations of the calls.
• Handles most complex calls with minimal assistance (lapses, waives, breaks in coverage, and the like). Provides assistance in and/or refers high-level, complex questions, problems or client complaints to appropriate resources to ensure customer satisfaction.
• Updates the system with pertinent insurance data, adhering to department procedures.
• Performs other duties/campaigns assigned by management.

Serious candidates will possess the minimum qualifications: