Primary Purpose:

Responsible for answering high volume inbound calls and providing effective quality customer service in regards to property damage claims. Support borrowers and contractors by providing detailed information on how to progress a claim file, de-escalate calls and process complaints and handle disbursement of claim funds.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Deliver timely, accurate customer service ensuring the highest level of satisfaction
• Handle inbound telephone calls from borrowers, contractors and/or insurance adjusters in regards to property damage claims in order to resolve customer inquiries
• Build customer service knowledge by taking initiative for learning additional processes, queues and client specific procedures to support customer in secondary areas and provide comprehensive, well informed responses to inquiries
• Work on Claim Packets when phone lines are slow
• Update records and note system as required
• Able to meet and maintain availability standards, schedule adherence and attendance guidelines
• Ability to work in fast paced environment
• Flexibility in work hours and in changing environments
• May assist answering questions in the help desk
• May cross train to assist with borrower follow ups

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED)
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Must possess effective verbal and written communication skills
• Sound analytical skills
• Solid work quality, accuracy and proficiency
• Must complete typing assessment

Desired Skills:

• Bilingual skills, both written and verbal, highly desirable
• Mortgage Lending Call Center specific experience
• 1+ years of experience in a Call Center

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