Customer Service Representative

GENERAL DESCRIPTION (Summary, Scope, Purpose)

Under limited supervision, the Customer Service Representative is responsible for providing superior customer service to customers and insurance agents. This position will be responsible for answering incoming calls and making outbound calls to assist customers and agents with obtaining appropriate insurance documentation. The ideal candidate will educate the caller as to what documentation is needed to satisfy the customer’s loan agreement.

Additionally, the Customer Service Representative will accurately complete loan transactions, as necessary. Representatives will maintain customer privacy and confidentiality in accordance with policies and procedures during inbound and outbound phone calls with customers and insurance agents. Provide quality customer service and assistance to customers with a timely resolution, and educate callers as to why documents are required for their loan.

Successful candidates can work in a fast‑paced environment while maintaining a high attention to detail to achieve individual and team production and quality results.

• Field inbound and outbound calls to customers and insurance agents while providing superior customer service across all escrow and non‑escrow insurance products.
• Key in and validate data received in order to update loan records.
• Match insurance documents to loan records in the Miniter Ecommerce System.
• Train to additional supplemental processes based on business need.
• Adhere to the Daily Workflow Schedule which outlines job responsibilities and daily production goals.
• Actively participate in all training sessions, team meetings, department meetings and one‑on‑one meetings.
• Participate and/or collaborate in assignments and special projects.
• Attend industry‑related continuing education training and courses.
• Other responsibilities as directed.

• 10 key typing:
  Minimum 32 WPM
• Reading comprehension:
  Understanding company manuals step‑by‑step
• A working knowledge of the Windows computer environment & Office software
• Organizational skills required
• Skills testing may be required
• Demonstrates sound judgment and decision‑making skills.
• Shows strong reasoning and problem‑solving skills.
• Ability to multi‑task.
• Excellent time management and organization skills.
• Ability to work both independently and cooperatively with others.
• Ability and willingness to utilize company’s computer system and software.
• Willingness to attend educational classes is desired.

• None required

• HSA and PPO Medical plans available through Blue Cross Blue Shield of Illinois (BSBCSIL)
• FSA available
• Dental plans through Ameritas
• Vision insurance through VSP
• Employer‑paid Short Term Disability
• Employer‑paid Life Insurance – 2x your salary
• 401k – Company matching
• 10 paid Holidays
• Floating Holidays and Personal Days
• Accrue Vacation and Sick time from day1
• Tuition Reimbursement

• Laptop
• Monitor and Mouse
• Headset and webcam

* All full‑time employees working 30hours a week are eligible for benefits. Benefits are effective on the first of the month, following their first 30 days.

In‑office, with the opportunity to work from home 2 days a week after the new hire probationary period.

Monday‑Friday 8:00am–4:30pm CT with a half‑hour lunch, with some flexibility with start/end times after probationary period.

All duties and responsibilities outlined in this position are considered essential job functions, and reasonable accommodations will be made to enable individuals with disabilities to perform them.

These qualifications are considered without regard to race, religion, color, sex, national origin, disability or any other characteristic protected by federal, state, or local law. If the position requires licensing or certification, the incumbent must maintain compliance with all continuing education and other requirements.

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran’s status, or any other characteristic protected by local, state or federal laws, rules or regulations.