Client Service Associate II - National General

National General; Phoenix (AZ); On-site; USD 21,593 - 30,754; Full time

Benefits offered by this job

Comprehensive technology setup

Monthly connectivity reimbursement for internet costs

Opportunity for veterans and disabled applicants

Job summary

National General is seeking a Client Service Associate in Phoenix, Arizona. This role involves managing inquiries related to mortgage servicing and insurance within a high-volume call center environment.

The ideal candidate will excel in communication, analytical thinking, and technical skills, ensuring efficient customer service and resolution of inquiries.

The compensation for this position is $19 per hour, with a comprehensive technology setup provided by the company.

Qualifications

• 0-2 years of customer service or call center experience preferred.
• Ability to navigate systems and ensure accurate handling of accounts.
• Demonstrated commitment to delivering a positive customer experience.

Responsibilities

• Handle a high volume of inbound calls regarding mortgage servicing.
• Provide guidance on property insurance requirements and claims inquiries.
• Maintain documentation accurately in internal systems.
• Utilize Microsoft Office applications to analyze account details.

Skills

Strong communication and active listening skills

Technical proficiency with Microsoft Office Suite

Analytical and critical-thinking skills

Ability to de-escalate complex customer interactions

Education

High School Diploma or GED

Tools

Microsoft Excel

Job description

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 (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

Compensation for this role is $19/hr.

Benefits

• National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law.
• Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse.
• Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.