Customer Service Representative

Job Description

Job Description

About SUI:

At SUI, we protect organizations who lend, support and invest in the community by providing insurance, escrow, compliance, and risk management solutions. We appreciate and understand the unique challenges of properly insuring and tracking insurance for community banks, auto finance companies and other local or regional lenders or investors.

The Customer Service Representative is responsible for assisting customers with complaints, orders, billing inquiries, account questions, cancellations, and other service-related requests. This role is expected to maintain high-quality service standards to ensure customer satisfaction.

• Answer inbound calls and emails from assigned lenders regarding insurance letters, charges, proof of coverage, and related inquiries.
• Research insurance websites to obtain and print proof of coverage for data entry.
• Contact insurance agents to verify Break in Coverage (BIC) dates.
• Review lender files to identify multi-collateral properties and verify all associated property addresses and loan information.
• Prepare escrow disbursements to meet lender deadlines, including creating escrow reports, following up on missing invoices, and communicating updates to lenders.
• Review insurance policies to ensure compliance with lender requirements.
• Make outbound calls to insurance agents and companies to verify coverage, request renewals, and obtain missing information.
• Enter insurance information received via email or fax into automated systems, including lender-placed flood, hazard, wind, and deficiency policies.
• Review server-received information to determine whether updates are needed or should be forwarded for processing.
• Audit new loan reports to confirm active insurance policies are on file and request missing policies from lenders when necessary.
• Prepare, analyze, and distribute account-specific reports to lenders.
• Reconcile information from multiple sources to ensure accuracy, including matching insurance policies to loans and verifying property details.
• Prepare cancellations, premium notices, bills, and correspondence in compliance with regulatory requirements.
• Attend departmental meetings as requested.
• Maintain professional working relationships with clients, lenders, and team members.
• Assist with additional projects and duties as assigned.

• High school diploma or GED required.
• Minimum of one year of customer service experience preferred, ideally in insurance, finance, banking, or a call center environment.
• This is an entry-level position designed to provide training on SUI workflows, policies, and procedures.
• Property & Casualty (P&C) insurance license is a strong plus.
• Strong communication, organizational, and problem-solving skills preferred.
• Ability to manage multiple tasks while maintaining accuracy and professionalism.

• Competitive Compensation : Base salary commensurate with experience.

• Paid Time Off : 17 PTO days annually, 9 company holidays, and 2 floating holidays.

• Work-Life Balance : Enjoy a casual dress code and a flexible work environment.

• Career Development : Access to professional growth opportunities and tuition assistance.

• Retirement Savings : Company 401(k) match to support your financial future.

If you are a detail-oriented professional who thrives in a fast-paced environment, we encourage you to apply. Please send your cover letter and resume to our Human Resources department.

Equal Opportunity Employer – We encourage qualified veterans and minorities to apply.