Senior Customer Service Representative - Northbrook, IL

As one of the largest premium finance companies in the country, FIRST Insurance Funding provides full premium finance services, plus additional services built specifically for agencies. We pride ourselves on the variety of incentive programs, services, and technology we offer. This not only helps grow the agents, brokers, and companies we partner with, but also helps them better serve their clients. FIRST Insurance Funding is a subsidiary of Wintrust, a financial services company with more than $66 billion in assets.

 Why join us?

• An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 11 years) and Employee Recommended award by the Globe & Mail (past 6 years)
• Competitive pay and discretionary or incentive bonus eligible
• Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few
• Family-friendly work hours
• With 200+ community bank locations, we offer opportunities to grow and develop in your career
• Promote from within culture

Why join this team?

• We have a culture that encourages an entrepreneurial spirit
• We offer multiple opportunities for development and upward mobility

What You’ll Do

• Assist customers, agents, carriers, general agents, internal representatives and others via telephone, mail and web chats.  Analyze complex transactions, update information, and submits or approves posting corrections as required to resolve issues by exercising good judgement with callers to resolve issues/concerns.  Refer unresolved customer grievances to supervisor and/or designated departments for further investigation in order to be resolved.
• Obtain Payment Return Reports, analyze activity, research and review accounts to determine the appropriate action, update and distribute spreadsheet.
• Process correspondence from carriers and general agents by verifying information, updating system, identifying discrepancies or forwarding to other departments.
• Train/conduct side by side training for new hires, assist with questions going forward.
• Assist management to identify and implement process improvements to help promote productivity, efficiency and effectiveness.
• Assist with internal help line calls speaking with escalated callers or assisting representatives with questions and/or resolving customer issues that require higher approval level authority.

Qualifications

• 3-5 years customer service experience - ability to work 10:00am to 7:00pm shift
• Prior call center or finance experience is preferred
• High school diploma or equivalent, some college preferred
• Basic computer skills, PC, Microsoft Word/Excel & Internet
• Excellent interpersonal skills and the ability to effectively interact with people of all skill levels and diverse backgrounds

Benefits

Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance

Compensation

The estimated hourly rate for this role is $20.00-$26.00 along with eligibility to earn an annual bonus. Actual pay rate may vary based on several factors, such as a candidate’s qualifications, skills and experience.

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From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life.  To build a company that reflects the communities we serve, we believe that fostering a unique and inclusive workplace where everyone feels valued and empowered to succeed will support our ongoing success.  Wintrust Financial Corporation, including community banking