Client Service Associate II

Client Service Associate

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers.

Job Description

The Client Service Associate 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 (6080 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)
• 02 years of customer service, call center, financial services, or mortgage-related experience (preferred)

Compensation for this role is $19/hr.

Joining our team isn't just a job it's an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger a winning team making a meaningful impact.