Customer Service

Published
April 10, 2021
Location
San Antonio, TX
Category
Job Type

Description

Customer Service Representative

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SWBC continues to be a strong and stable employer during these challenging times and a vast majority of our interviewing and on-boarding is being done virtually due to COVID-19.

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:

  • Some college course work in Business, Management, Communications, Marketing, related field or equivalent experience.
  • Minimum one to two (1-2) years of in-bound, out-bound or other related call center, telemarketing or related experience in insurance or banking environment, preferred.
  • Strong workflow and written and verbal communication skills.
  • Able to remain professional and courteous in all interactions with SWBC clients and staff.
  • Able to effectively multi-task.
  • Able to operate a computer and basic office equipment.
  • Able to type 40 WPM accurately.
  • Able to operate a 10-key calculator by touch.
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