General Description (SUMMARY, Scope, Purpose)

Responsible for managing the department email inbox and ensuring efficient, timely response to both telephone and email inquiries from internal and external clients and producers. Fosters and grows relationships with clients and producers associated with self-service platforms and related programs, aiming to enhance engagement, promote satisfaction, and identify opportunities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manage the workflow associated with the department email inbox to ensure timely and accurate responses in adherence to department standards.Respond to incoming inquiries and requests for assigned products and services, escalating advanced or urgent matters to Management and/or HFS IT Staff, as necessary.Provide basic-to-intermediate helpdesk support and training for internal and external clients and producers.Collaborate with Product Services Manager to develop and implement comprehensive, consistent, and informative communication plans and protocols to proactively address the evolving needs of our internal and external clients.Assist with development and maintenance of well-documented processes to ensure clarity, consistency, and efficiency across supported products and services.Foster engagement and grow relationships with new and existing clients and producers.Develop and maintain a comprehensive understanding of loan servicing operations, including concepts like collateral risk management, escrow, and loan servicing compliance.Develop and maintain in-depth knowledge of Mortgage Protection Insurance for lender-placed and REO risks, tracking and reporting self-service clients through iPol and variant or modified exposure-only programs.Apprise Management of any uncommon activity and/or potential opportunities, including unusual coverage or cancellation requests and awareness of prospective business opportunities with new and existing clients or producers.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Minimum 6-12 months experience in mortgage servicing, property insurance or related product or service.Must be a self-starter with ability to prioritize and time-manage while working in a fast-paced environment.Creative and imaginative problem-solving abilities with a strong desire to create win-win situations.Strong customer service orientation, consistently delivering outstanding support.  Detail-oriented with exceptional organizational skills. Good follow-up skills are essential.Excellent written and verbal communication skills.  Familiarity with financial services products, systems, and coverage is a plus.

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.

WORKING CONDITIONS:

Normal office environment with little exposure to dust, noise, temperature and the like.Extended viewing of multiple CRT screens simultaneously.

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 .

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