Inbound Customer Service Representative

📋 Description

• • Be the reassuring voice on the other end of the line. As an Inbound Customer Service Representative at SWBC, you will serve as the primary point of contact for borrowers, financial institutions, and insurance agents who rely on our collateral protection insurance (CPI) services for both auto and mortgage loans. Every call you take is an opportunity to safeguard a borrower’s vehicle or home while protecting the lender’s collateral—your guidance directly prevents repossessions, foreclosures, and costly lapses in coverage.
• • Own the full life-cycle of each customer interaction. You will resolve routine and complex inquiries about CPI coverage status, verify existing policies, update loan insurance records, and document every action in the account history file. When gaps or breaks in coverage appear, you will proactively place outbound calls to borrowers and agents, negotiate reinstatements, and explain next steps in plain language.
• • Master multi-channel problem solving. While the majority of your day is spent on inbound calls, you will simultaneously navigate multiple internal systems, scan insurance documents, calculate premiums, and update data fields—all while maintaining an empathetic tone that turns frustrated callers into loyal advocates for SWBC.
• • Exceed quality and efficiency benchmarks. You will be measured on first-call resolution, average handle time, schedule adherence, and customer satisfaction. Top performers consistently hit or surpass these KPIs without ever sacrificing accuracy or compliance with state and federal regulations.
• • Handle escalations with confidence. When a borrower disputes a force-placed policy or an agent questions a coverage determination, you will calmly de-escalate the situation, research the facts, and either resolve the issue on the spot or route it to specialized teams with crystal-clear documentation that speeds resolution.
• • Champion continuous improvement. You will identify recurring pain points—such as unclear policy language or system lags—and submit actionable suggestions to leadership. SWBC’s culture of intrapreneurship means your ideas can become new scripts, knowledge-base articles, or even system enhancements that benefit thousands of customers.
• • Collaborate across departments. Daily huddles with Underwriting, Compliance, and IT ensure you stay ahead of product changes, regulatory updates, and technology rollouts. Your feedback from the front line shapes training materials and future software releases.
• • Enjoy Monday–Friday stability. No nights, no weekends, no rotating shifts—just consistent hours that let you plan your life. Remote work from anywhere in Texas means you skip the commute and create a workspace that fuels productivity and well-being.
• • Grow your career, not just your skills. SWBC’s Leadership Academy, Mentor Program, and tuition reimbursement turn this role into a launchpad for advancement into Quality Assurance, Training, Underwriting, or even management. Many of our current supervisors started exactly where you are now.