Call Center Specialist

General Description (SUMMARY, Scope, Purpose)

Miniter Group provides insurance products and risk management expertise to the banking industry. Our unique culture encourages a customer-focused, consultative approach using our industry expertise, innovative technology, and employee dedication.

Under limited supervision, the Call Center Specialist is responsible for providing superior customer service to customers and insurance agents. The Call Center Specialist will be responsible for answering incoming calls and making outbound calls to assist customers and agents with obtaining appropriate insurance documentation. The ideal candidate will educate the caller as to what documentation is needed to satisfy the customer’s loan agreement. Additionally, the Call Center Specialist will accurately complete loan transactions, as necessary. Specialists will maintain customer privacy and confidentiality in accordance with policies and procedures during inbound and outbound phone calls with customers and insurance agents. Provide quality customer service and assistance to customers with a timely resolution and educate callers as to why documents are required for their loan. Successful candidates can work in a fast-paced environment while maintaining a high attention to detail to achieve individual and team production and quality results.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Field inbound and outbound calls to customers and insurance agents while providing superior customer service across all escrow and non-escrow insurance products.
• Key in and validate data received in order to update loan records.
• Match insurance documents to loan records in the Miniter Ecommerce System.
• Train to additional supplemental processes based on business need.
• Adhere to the Daily Workflow Schedule which outlines job responsibilities and daily production goals.
• Actively participate in all training sessions, team meetings, department meetings and One-on-one meetings.
• Participate and/or collaborate in assignments and special projects.
• Other responsibilities as directed.

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 by management, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• 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
• Skills testing may be required prior to an interview
• Field inbound and outbound calls to customers and insurance agents while providing superior customer service across all escrow and non-escrow insurance products.
• Key in and validate data received in order to update loan records.
• Match insurance documents to loan records in the Miniter Ecommerce System.
• Train to additional supplemental processes based on business need.
• Adhere to the Daily Workflow Schedule which outlines job responsibilities and daily production goals.
• Actively participate in all training sessions, team meetings, department meetings and One-on-one meetings.
• Participate and/or collaborate in assignments and special projects. Other responsibilities as directed.

Qualifications:

• Demonstrates sound judgment and decision-making skills.
• Shows strong reasoning and problem-solving skills.
• Ability to multi-task.
• Excellent time management and organization skills.
• Ability to work both independently and co-operatively with others.

Licensing or certification Requirements

None required

PHYSICAL DEMANDS

Work Location:

In-office, with the opportunity to work from home 2 days a week after the new hire probationary period.

Schedule:

Monday-Friday 7:30am-4:00pm CT, with a 30-minute lunch, with some flexibility with start/end times

Benefits:

• Paid Training (to be conducted in-office)
• Competitive Pay
• Full package of employee benefits including paid vacation, medical insurance, and a generous 401K plan

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

QUALIFICATIONS

To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, and local law. If this position requires licensing or certification, the incumbent must maintain that license or certification by meeting all continuing education and other requirements.

Department Account Management & Service

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran’s status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .

EEOAA Policy

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