Customer Service Representative

GENERAL DESCRIPTION (Summary, Scope, Purpose)

This role requires an individual who is responsible for accurately handling inbound and outbound business calls, along with related mortgage insurance documentation and processing. 

About HUB:

HUB Financial Services stands out as an industry leader in effectively managing lending risk associated with loan-level collateral for financial institutions. Whether you’re dealing with real estate owned, residential real estate, commercial real estate, auto, watercraft, RV, powersport, or equipment portfolios, our outsourced insurance tracking, blanket, and impairment programs are designed to address lending risk comprehensively.

Our commitment to tailoring solutions means we create a unique strategy for each client and portfolio.

Why Choose HUB?

Throughout our network of more than 500 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees and providing continuous opportunities for growth and development.  Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization, focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs yet evolve as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Attends industry related continuing education training and courses.
• Responsible for answering telephone call inquiries while maintaining positive rapport with borrowers/clients.
• Responsible for completing outbound telephone calls to insurance companies in order to retrieve documentation or validate information.
• Work within a call queue and document system with appropriate notations.
• Performs research and document retrieval from on-line insurance sites.
• Relies on instructions, procedures and pre-established guidelines to perform the functions of the job designed to help representatives achieve our goals.
• Maintains at least minimum proficiency results for productivity (required to process data entry in addition to calls) and quality of work performed.
• Develops and maintains positive working relationships.
• Supports Company by maintaining minimum performance standards based on company service commitments as well as individual goals.
• Reports to a CS Supervisor, and willing to work a shift ending at 9pm Mon-Friday.

The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Call Center Experience required (1+ years) due to environmental expectations.
• Required- 10 key typing: Minimum 32 WPM
• Required- Reading Comprehension: Understanding company manuals step-by-step
• Required- a working knowledge of Windows computer environment & Office software especially Excel.
• High attention to detail is required
• Skills testing may be required
• Experience working with community bank bond / D&O / property and casualty insurance programs is preferred
• Above-average telephone techniques and the ability to communicate effectively with prospective and existing clients, as well as other staff members
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook)
• Ability and willingness to utilize company’s computer system and software
• Ability to underst