Customer Service Representative

Job Title

This role is responsible for accurately handling business calls inbound/outbound and related mortgage insurance documentation/processing.

About Hub

HUB Financial Services stands out as an industry leader in effectively managing lending risk associated with loan-level collateral for financial institutions. Whether you're dealing with real estate owned, residential real estate, commercial real estate, auto, watercraft, RV, powersport, or equipment portfolios, our outsourced insurance tracking, blanket, and impairment programs are designed to address lending risk comprehensively. Our commitment to tailoring solutions means we create a unique strategy for each client and portfolio.

Why Choose Hub?

Throughout our network of more than 500 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees and providing continuous opportunities for growth and development. Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization, focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs yet evolve as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction.

Essential Duties And Responsibilities

• Responsible for answering telephone call inquiries (inbound/outbound) and promoting good will with customers.
• Relies on instructions and pre-established guidelines to perform the functions of the job designed to help representatives achieve our goals.
• Maintains at least minimum proficiency results for productivity (15-17/hour; required to process data entry in addition to calls) and 95% accuracy of work performed.
• Develops and maintains positive working relationships.
• Supports Company by maintaining minimum performance standards based on company service commitments as well as individual goals for attendance, limiting phone system Aux time/call to 3 minutes, and maintaining an acceptable monthly call evaluation score average above 90%.
• Adhering to all established company security and compliance policies.
• Willing to work a shift ending 9pm Mon-Friday. Most shifts are from 8:00am to 5:00pm.
• Attends industry related continuing education training and courses.

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

Minimum Knowledge, Skills And Abilities:

• High attention to detail is required.
• Skills testing may be required.
• Call Center Experience required (1+ years) due to environmental expectations.
• Experience working with community bank bond / D&O / property and casualty insurance programs is preferred.
• Above-average telephone techniques and the ability to communicate effectively with prospective and existing clients, as well as other staff members.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Ability and willingness to utilize company's computer system and software.
• Ability to understand policy forms and coverage descriptions.
• Organizational skills required.
• Willingness to attend educational classes is desired.

Licensing Or Certification Requirements

• None required

Benefits

• HSA and PPO Medical plans available through BlueCross BlueShield of Illinois (BSBCSIL)
• FSA available
• Dental plans through BCBSIL
• Vision insurance through VSP
• Employer paid Short Term Disability
• 5 Weeks of Paid Parental Leave
• Employer paid Life Insurance 2x your salary
• 401k -Company matching
• 10 paid Holidays
• Floating Holidays and Personal days
• Accrue Vacation and Sick time from day 1
• Tuition Reimbursement

All full-time employees working 30+ hours a week are eligible for benefits. Benefits are effective the first of the month, following their first 30 days.

Physical Demands

Work Location: In-office

* A performance-based work-from-home incentive is available after successful completion of the 90-day probationary period.

Schedule: Monday-Friday 8:00am-5:00pm CT with an hour lunch.

Working Conditions:

• A shared office environment with moderate noise levels (e.g., phone conversations, typing)
• Frequent use of computer monitors, keyboard, and mouse
• Extended viewing of multiple screens for seven or more hours a day.
• Extended periods of sitting.

You Will Need

• A safe home office or quiet workspace with high speed and reliable internet connectivity when working remote.

All duties and responsibilities outlined in this position are considered essential job functions, and reasonable accommodations will be made to enable individuals with disabilities to perform them. The requirements listed represent the minimum knowledge, skills, and abilities necessary to perform the job proficiently. This description is not exhaustive, and employees may be required to perform other job-related duties as assigned by their supervisor, subject to reasonable accommodation.

To perform this job successfully, the incumbent must meet the qualifications and perform each essential duty satisfactorily. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, or local law. If the position requires licensing or certification, the incumbent must maintain compliance with all continuing education and other requirements.

HUB International Limited is an equal opportunity 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.