Customer Service Specialist-English/Bilingual

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Title: Customer Service Specialist-English/Bilingual

FLSA Status: Non-Exempt

Reports to: Call Center Team Lead

Who are we?  What do we do?  Company Overview:

Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions. While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation.

What’s the culture like at Proctor Loan Protector?

At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth.  As we continue to grow and expand, this allows us to offer career paths and opportunities.  We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment.

What can I expect from working at Proctor Loan Protector?

• Fun work environment with a variety of work
• Being part of a team
• Career growth
• Ability to highlight your skills
• Feel valued
• Great benefits, pay and culture

Tell me more about this role, what would I be doing?

Job Summary:

The Customer Service Specialist is responsible for handling inbound and outbound customer service calls and emails dealing with inquiries, questions and complaints.  Customer Service Specialists troubleshoot problems and provide information in a professional manner. This is an entry-level position working under direct supervision of a Coach and Supervisor.

Essential Functions:

• Interact with customers and insurance agents to request or provide insurance documents, proof of insurance, collect payment information and conduct follow-up.  
• Answer calls professionally in a fast-paced Call Center atmosphere
• Research required information using available resources and systems
• Provide customers with product and service information
• Maintain thorough knowledge of Loan Protector’s products and services
• Process “RUSH” payments, insurance documents and claims
• Identify and immediately service or escalate high-priority issues – prioritize and take initiative
• Perform follow up customer calls when necessary
• Document call logs and resolve call center work orders

Education and/or Experience

• High school diploma required.  Some college preferred.
• Experience in a customer service or call center environment preferred
• Insurance knowledge/experience a plus.

Knowledge, Skills and Competencies:

• MS Office Suite
• Excellent verbal and written communication skills
• Adaptable and able to get things done under pressure with tight timelines
• Customer service aptitude with excellent listening, analysis and problem-solving skills
• Strong attention to detail, ability to work and excel in a team environment
• Ability to work in a fast-paced, often-changing environment

Physical Requirements:

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; reach with hands and arms; bend and perform manual tasks. 
• The employee will be required to communicate verbally and by phone
• Visual acuity is required including color, depth perception, and field of vision 
• The employee must occasionally lift and/or move up to 15 pounds

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any position.  Employee may be directed to perform job-related tasks other than those specifically present in this description.

Pay Ranges:

Any posted pay range considers a wide range of compensation factors, including skills, experience, work location and more.  We offer competitive pay while still allowing for compensation growth within the position and company.

This job description is not meant to be an all inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.

EEO Statement:
Proctor Loan Protector is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, relig