Loss Drafts Customer Service Representative

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

📋 Description

• Addresses incoming service calls related to routine inquiries, questions, and/or issues concerning the processing of loss drafts from borrowers, contractors, insurance companies, and third parties in a prompt and courteous manner by researching and confirming information and distribution status.

• Records the call for tagging purposes.

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

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

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

• Performs additional duties as needed.

⛳️ Requirements

• High School diploma or equivalent GED is required.

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

• Experience in mortgage insurance is preferred.

• Basic comprehension of insurance claims processing.

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

• Strong capability to actively listen and communicate solutions effectively.

• Excellent phone etiquette and a professional demeanor.

• Strong verbal and written communication skills along with customer relationship management.

• Proven ability to adhere to instructions.

• Competence in navigating multiple computer systems, applications, and utilizing search tools to gather information.

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

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

• Knowledge of most general office equipment.

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

• Availability to work flexible schedules from Monday to Friday, including overtime and Saturdays as necessary.

• Capable of following directions and implementing established procedures.

• Able to remain seated for extended periods while handling incoming calls, entering data, or performing other sedentary tasks.

• Capable of lifting, carrying, pushing, or pulling 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

• Career enhancement and growth opportunities

• Leadership Academy and Mentor Program

• Continuing education and career certifications

• Variety of healthcare coverage options

• Traditional and Roth 401(k) retirement plans

• Lucrative Wellness Program