Lender Services Representative - National General

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers.

The Lender Services Representative plays a key role in a specialized, mortgage servicing environment, supporting lenders by managing borrower and insurance-related inquiries within a high-volume call center setting. This position focuses on assisting customers with mortgage accounts, escrow accounts, property insurance questions, and claims-related concerns. The associate is responsible for delivering high-quality customer service, resolving inquiries efficiently, often within a single interaction, and handling escalated situations with empathy and professionalism.

This role requires strong communication, analytical thinking, and technical proficiency to navigate systems and ensure accurate account handling.

• Handle a high volume of inbound calls (60-80 calls per shift) from borrowers, insurance agents, and carriers related to mortgage servicing, escrow accounts, and property insurance
• Provide clear guidance on property insurance requirements, premium disbursements, and claims-related inquiries
• Strive for one-call resolution by efficiently addressing customer needs and minimizing repeat contacts
• Manage and de-escalate complex or sensitive customer interactions while maintaining a high level of professionalism and empathy
• Process and facilitate property insurance premium disbursements accurately and in a timely manner
• Maintain detailed and accurate documentation in internal systems, including account notes and updates
• Meet and maintain performance expectations, including availability, schedule adherence, and attendance standards
• Utilize internal tools and Microsoft Office applications (including Excel) to analyze account details and support customer inquiries

• Strong communication and active listening skills, with the ability to explain complex mortgage and insurance concepts clearly
• Proven ability to handle escalated calls with empathy, professionalism, and problem-solving focus
• Solid analytical and critical-thinking skills to assess account details and resolve issues effectively
• Demonstrated commitment to delivering a positive customer experience and high satisfaction outcomes
• Technical proficiency with Microsoft Office Suite, particularly Excel, and ability to learn new systems quickly
• Ability to thrive in a fast-paced, high-volume call center environment

• High School Diploma or GED (preferred)
• 0-2 years of customer service, call center, financial services, or mortgage-related experience (preferred)

Business Support, Client Facing, Consumer Protection, Quality Control (QC), Service Delivery

Compensation for this role is $19/hr.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee’s terms or conditions of employment is prohibited.

This policy applies to all aspects of…