Customer Service Representative, Loss Drafts

This is a fully remote position, open to applicants in Texas.

📋 Description

• Handles incoming service calls related to standard questions, inquiries, and issues associated with the processing of loss drafts from borrowers, contractors, insurance companies, and third parties in a prompt and courteous manner by researching and verifying information and distribution status.

• Logs (records) the call information.

• Accurately enters details of the conversation into the Loss Draft Tracking system as necessary to document call activities.

• Initiates processing tasks such as property inspections, disbursement requests, and other activities relevant to the loss draft process.

• Utilizes de-escalation techniques when dealing with upset callers and appropriately directs unresolved calls to the relevant team members to ensure customer satisfaction.

• Performs additional duties as assigned.

⛳️ Requirements

• High School diploma or GED equivalent is mandatory.

• A minimum of three (3) years of experience in high-level data entry, inbound, outbound, or other related call center, telemarketing, or similar roles.

• Experience in mortgage insurance is preferred.

• Basic understanding of insurance claims processing is necessary.

• Ability to quickly grasp information and situations and provide suitable responses.

• Strong capacity for active listening and communicating solutions effectively.

• Exceptional phone etiquette and professionalism are required.

• Excellent verbal and written communication skills, along with strong customer relationship management abilities.

• Proven capability to follow instructions accurately.

• Proficient in navigating multiple computer systems and applications, as well as utilizing search tools to retrieve information.

• Familiarity with Microsoft Office Suite applications, including Excel and Word, and data entry systems like AS400.

• Ability to thrive in a fast-paced and high-pressure phone queue environment.

• Knowledge of general office equipment is advantageous.

• Willingness to participate in an initial on-the-job training session.

• Flexibility to work varied schedules from Monday to Friday and overtime, including Saturdays as necessary.

• Capability to follow directions and implement established procedures.

• Ability to sit for extended periods while answering incoming calls, entering data, or engaging in other sedentary tasks.

• Capacity to lift, carry, push, or pull 10 to 20 lbs. of files, reports, or other documents/manuals.

🏝️ Benefits

• Competitive overall compensation package.

• Work/Life balance.

• Employee engagement activities and recognition awards.

• Years of Service awards.

• Opportunities for career enhancement and growth.

• Leadership Academy and Mentor Program.

• Continuing education and career certifications.

• A variety of healthcare coverage options.

• Traditional and Roth 401(k) retirement plans.

• Attractive Wellness Program.