SWBC is seeking a talented individual to provide internal and external customer service support to include: client relationship support, daily interaction with the financial institutions, handling complex questions or problems and serves as a first level escalation responder on customer issues.
Why you'll love this role:
This role is perfect for agents who thrive on problem solving, outside of the box thinking and who can see the big picture.
Essential duties include the following:
Provides support to Financial Institutions by working escalated or time sensitive issues in a professional and timely manner, which includes daily interaction with clients via email and occasionally attendance in a client facing meeting.
Responsible for managing a client specific inbox which includes inquiries from Financial Institutions, Account Management, and Loss Draft representatives.
Resolves and/or provides assistance on consumer complaints (i.e. CFPB, BBB, attorney complaints, and the like) by providing time-lines and chronologies to the client.
Reviews requests presented by Loss Draft Representatives for exceptions to the standard processing guidelines for approval.
Presents client specific information and identified trends to Loss Draft Leadership in routine meetings.
Responsible for all policies and procedures (P&P) management and Online Procedure Library updates, including the creation and publishing of P&P’s to ensure all are properly documented, published, and compliant. This includes applying critical thinking when reviewing claim files, escalations, and issues to ensure gaps in processes or documented procedures that lead to an issue are resolved.
Maintains a presence in the research task queue to ensure critical system tasks are worked, escalated or solved appropriately.
Works a variety of department control reports including funds exceptions and balancing reviews, $100K claims, funds over UPB, escalation log, client system of record task management, etc.
Handles the review of Loss Draft funds that exceed representative authority threshold.
Resolves and/or provides assistance with escalated calls and/or complex issues to ensure customer satisfaction.
Be a subject matter expert on assigned client(s) and maintain a working knowledge of all department clients in order to be a backup for other Client Service Representatives.
Provides production support.
Performs all other duties as assigned.
Serious candidates will possess the minimum qualifications:
Bachelor’s Degree from an accredited college or four-year university preferred or equivalent experience.
Minimum of three (3) years of insurance processing, insurance industry experience, banking, claims processing or customer service experience required.
Existing knowledge base of Loss Draft processes.
Experience in monitoring call center and workforce scheduling experience preferred.
Strong telephone etiquette skills.
Working knowledge of automated sales management tools, preferably SalesForce.com.
Proficient Microsoft Office skills, including Word, Outlook, and Excel.
Strong organizational and interpersonal skills.
Excellent verbal and written communication skills.
Proven ability to communicate with customers, clients, and senior management.
Sit for long periods of time performing sedentary activities.
Stand, stoop, and kneel to file for long periods of time.
SWBC offers*:
*Based upon employee eligibility
Additional Information:
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWBC does not hire tobacco users as allowed by law.
To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.
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