Inbound Mortgage Customer Service Specialist

Updating database with insurance for various collateral. Ensures delivery of high quality and accurate customer service while maintaining solid customer relationships by handling their questions and concerns with speed and professionalism. This position receives inbound calls and completes outbound calls or web inquiries to insurance companies to verify insurance. Canceling of Auto CPI per procedures and lender particulars. Working Mortgage, Escrow, Commercial, Condo and Flood accounts thoroughly per procedures and to resolution. Working level 3 inbox emails. Job Duties and Responsibilities: Inbound Calls – 75% Handle incoming borrower, agent and lender calls at a professional level. Accurately compose written information for loan histories. Accurately verify, key and/or memo insurance information in relation to all Creditor Placed Insurance (CPI) product types and CPI cancels. Ability to follow up and resolve customer problems or issues. Mentor fellow co-workers as requested by supervisor. Report any system and related issues. Correctly work Mortgage, Escrow, Commercial, Condo and Flood accounts. Keying escrow premium. Resolving difficult accounts / problem solving. All accounts need worked in accordance to all regulations. Taking ownership of account to assure further escalation does not transpire. Level 3 inbox emails from borrower to help rectify outstanding issues. CPI Cancel – 15% Review insurance policies for compliance and lender requirements as well as cancel vehicle CPI policies. Assure CPI Cancel protocol/procedures are being followed. Quality must be maintained to minimize premium loss. Metrics – 10% Meet set goals and assigned workload expectations for productivity. Meet and exceed Quality audits and metrics. Ability to be coached and learn from previous errors and know what is needed to improve. Meet monthly regarding scorecard metrics. Qualifications (Education, Experience, Certifications & KSA): High school diploma or GED required. Ability to distribute and exchange information with others. Strong attention to detail and organization skills required. Strong problem solving and analytical abilities. Dependable and reliable. Ability to acknowledge and respect confidential information. Excellent telephone, written and verbal communication skills with strong customer service focus. Professional interaction with employees, peers and customers. Answers questions, corrects errors and resolves discrepancies. Ability to learn quickly. Ability to remain composed and effective under pressure. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. #LI-AB2 #LI-Onsite We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. To view our privacy statement click here To view our terms and conditions click here If you don't see a role that fits your profile, Introduce Yourself to stay informed about news, events and opportunities. When you join Allied Solutions, you are part of a company that’s been recognized for its commitment to making an impact. Allied has been ranked by Forbes as one of America's Best Midsize Employers. Allied's customer service team has received the Center of Excellence certification by BenchmarkPortal for eight consecutive years. And in 2022, Allied was honored with a Spirit United award, acknowledging our 13-year relationship with United Way of Central Indiana. As Allied continues to expand into new markets and reach new clients, opportunities to join the company and advance your career grow as well. Allied continually invests in learning and development resources to help you build new skills and advance your career. Come grow with us! Thank you for your interest in Allied Solutions. Once you have created a Candidate Home account, feel free to create a job alert to stay up to date on opportunities at Allied Solutions. We also recommend that you periodically check on our job postings and apply directly for positions that interest you. Allied Solutions roles are listed with Job Category beginning with ALD.