Lender Services Representative - National General

The Lender Services Representative plays a key role in a specialized mortgage servicing environment, supporting lenders by managing borrower and insurance-related inquiries within a high-volume call center setting. This position focuses on assisting customers with mortgage accounts, escrow accounts, property insurance questions, and claims-related concerns. The associate is responsible for delivering high-quality customer service, resolving inquiries efficiently, often within a single interaction, and handling escalated situations with empathy and professionalism. This role requires strong communication, analytical thinking, and technical proficiency to navigate systems and ensure accurate account handling. Key Responsibilities Handle a high volume of inbound calls (60–80 calls per shift) from borrowers, insurance agents, and carriers related to mortgage servicing, escrow accounts, and property insurance. Provide clear guidance on property insurance requirements, premium disbursements, and claims-related inquiries. Strive for one‑call resolution by efficiently addressing customer needs and minimizing repeat contacts. Manage and de‑escalate complex or sensitive customer interactions while maintaining a high level of professionalism and empathy. Process and facilitate property insurance premium disbursements accurately and in a timely manner. Maintain detailed and accurate documentation in internal systems, including account notes and updates. Meet and maintain performance expectations, including availability, schedule adherence, and attendance standards. Utilize internal tools and Microsoft Office applications (including Excel) to analyze account details and support customer inquiries. Preferred Skills & Qualifications Strong communication and active listening skills, with the ability to explain complex mortgage and insurance concepts clearly. Proven ability to handle escalated calls with empathy, professionalism, and problem‑solving focus. Solid analytical and critical‑thinking skills to assess account details and resolve issues effectively. Demonstrated commitment to delivering a positive customer experience and high satisfaction outcomes. Technical proficiency with Microsoft Office Suite, particularly Excel, and ability to learn new systems quickly. Ability to thrive in a fast‑paced, high‑volume call center environment. Education & Experience High School Diploma or GED (preferred). 0–2 years of customer service, call center, financial services, or mortgage‑related experience (preferred). Skills Business Support Client Facing Consumer Protection Quality Control (QC) Service Delivery Compensation $19 per hour. Benefits Comprehensive technology setup including laptop, monitors, headset, keyboard, and mouse. Monthly connectivity reimbursement for eligible remote employees. Requirements for a dedicated, private workspace for remote work and minimum internet speeds of 50 MB download and 5 MB upload. Equal Opportunity Employer National General is an Equal Opportunity (EO) employer. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas. In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435‑2000. #J-18808-Ljbffr National General