Inbound Customer Service Agent

SWBC Mexico; Monterrey; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

SWBC Mexico is seeking a customer service specialist to support loan portfolios for financial institutions, insurance agents and borrowers by assessing and updating collateral protection insurance coverage.

In this on-site role in Monterrey, you will resolve routine questions, document account history and assist customers with their insurance needs while maintaining quality service and compliance with company procedures.

Formación

• Minimum 1–2 years in inbound/outbound call center or related experience in insurance or banking.
• Strong written and verbal communication skills.
• Able to multi-task and remain professional with clients.
• Proficient typing at 40 WPM and 10-key calculator.

Responsabilidades

• Resolves inbound calls regarding routine collateral protection insurance coverage questions, inquiries and/or problems by researching and updating loan information.
• Adheres to schedule and logs into the system on time.
• Handles calls effectively to meet average handle time expectations.
• Escalates complex questions to appropriate resources to ensure customer satisfaction.
• Updates the system with pertinent insurance data per procedures.
• Performs other duties as assigned by management.

Conocimientos

Call center experience

Verbal communication

Written communication

Multi-tasking

Typing 40 WPM

10-key calculator

Professional and courteous

Educación

Some college coursework in Business/Management/Communications/Marketing or related field

Descripción del empleo

SWBC is seeking a talented individual to provide customer service support for loan portfolios to financial institutions, insurance agents and borrowers/members by assessing and updating collateral protection insurance (for both auto and mortgage loans) coverage and identifying uninsured loans.

Why You'll Love This Role

You will enjoy Monday - Friday work hours in a role that is not only a great opportunity to learn a process that benefits yourself and/or others, but you are able to assist customers with their needs, making a positive impact on their experience with SWBC.

Essential Duties Include The Following

• Resolves inbound calls regarding routine collateral protection insurance coverage questions, inquiries and/or problems on the status of insurance on loans made by borrowers/members, financial institutions and insurance agents by researching, verifying, updating loan insurance information, making outbound calls and documenting the affected account’s history file.
• Responsible for meeting or exceeding quality expectations to ensure customer satisfaction.
• Adheres to schedule, ensuring promptly logged into the system and available for calls.
• Responsible for handling the calls effectively and efficiently, multi-tasking to meet the average handle time expectations of the calls.
• Handles most complex calls with minimal assistance (lapses, waives, breaks in coverage, and the like). Provides assistance in and/or refers high-level, complex questions, problems or client complaints to appropriate resources to ensure customer satisfaction.
• Updates the system with pertinent insurance data, adhering to department procedures.
• Performs other duties/campaigns assigned by management.

Serious Candidates Will Possess The Minimum Qualifications

• Some college course work in Business, Management, Communications, Marketing, related field or equivalent experience.
• Minimum one to two (1-2) years of in-bound, out-bound or other related call center, telemarketing or related experience in insurance or banking environment, preferred.
• Strong workflow and written and verbal communication skills.
• Able to remain professional and courteous in all interactions with SWBC clients and staff.
• Able to effectively multi-task.
• Able to operate a computer and basic office equipment.
• Able to type 40 WPM accurately.
• Able to operate a 10-key calculator by touch.

Additional Information

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.

To learn more about SWBC, visit our website at www.SWBC.com.