GENERAL DESCRIPTION (SUMMARY, SCOPE, PURPOSE)

In a rapidly changing world, HUB advises businesses and individuals on how to prepare for the unexpected. As one of the world’s largest insurance brokers, our focus is dedicated to providing our customers with the peace of mind that what matters most will be protected — through unrelenting advocacy and tailored insurance solutions that put our clients in control. Our growing team of professionals across North America represents a broad, deep and one-of-a kind aggregation of entrepreneurs and leaders recognized for their excellence throughout the insurance community. 

 

HUB Financial Services is a part of HUB. HUB Financial Services stands out as an industry leader in effectively managing lending risk associated with loan-level collateral for financial institutions.

As a Call Monitor Representative, you are responsible for the monitoring of inbound and outbound calls. Identify common borrower issues, improve customer experience, and help standardize communication processes. Duties include utilizing the tracking system, reports, and call monitoring tools. Requires a working knowledge of Windows computer environment & Office software, especially Excel. To assess and assist with training programs and educational activities designed to grow, maintain, and improve the professional competence of employees in Outsourced Insurance Tracking.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Monitor and evaluate calls.Respond to escalations by taking steps towards a satisfactory resolution; may include outbound call activity to agent or carrier, data entry, returning escalated phone calls, etc.Partner with management team to audit various internal processes and procedures.Record and track patterns or trends of service-related matters and report feedback to supervisor.Evaluate and execute various training courses to educate team members on processes and procedures.Identify and report areas of needed process improvement to immediate manager.Maintains at least minimum proficiency results for quality of work performed (required to process data entry).Maintain a working knowledge and grow expertise in loan servicing and insurance tracking.Other duties as assigned by Manager.

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.

Job Title: Call Monitoring Representative

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

2+ years of Customer Service experienceExcellent written and verbal communication skillsDetail orientedAbility to work in fast-paced, multi-tasking environmentPrior data analysis experienceKnowledge of mortgage agreements, lendingSkills testing may be required prior to an interviewPrior P&C Insurance, Mortgage, or Forced Placed Insurance related experience is a plusRequires a working knowledge of Windows computer environment & Office software

LICENSING OR CERTIFICATION REQUIREMENTS: None required

PHYSICAL DEMANDS

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

QUALIFICATIONS

To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, and local law. If this position requires licensing or certification, the incumbent must maintain that license or certification by meeting all continuing education and other requirements

Department Account Management & Service

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent

HUB International Limited is an equal opportunity and affirmative action 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. The EEO is the Law poster and its supplement is available here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .

EEOAA Policy

E-Verify Program

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