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Escrow Customer Service Representative

3 months ago

Carmel, United States Kelly Full time
Kelly Services is seeking Escrow Customer Service Representatives for a financial company located in Carmel, IN.

Duration: 6 months+
Shift: Monday - Friday 10:00am - 6:30pm
Pay Rate: $16.89/hr

Description of Duties:
Inbound Calls (75%):
  • Manage incoming borrower, agent and lender calls at a professional level.
  • Accurately compose written information for loan histories
  • Accurately verify, key and/or memo insurance information in relation to all Creditor Placed Insurance (CPI) product types and CPI cancels.
  • Ability to follow up and resolve customer problems or issues.
  • Mentor fellow co-workers as requested by supervisor.
  • Report any system and related issues.
  • Correctly work Mortgage, Escrow, Commercial, Condo and Flood accounts.
  • Keying escrow premium
  • Resolving difficult accounts / problem solving
  • All accounts need to be worked in accordance to all regulations.
  • Taking ownership of account to assure further escalation does not transpire.
  • Level 3 inbox emails from borrower to help rectify outstanding issues.
Metrics (10%):
  • Meet set goals and assigned workload expectations for productivity.
  • Meet and exceed Quality audits and metrics.
  • Ability to be coached and learn from previous errors and know what is needed to improve.
  • Meet monthly regarding scorecard metrics.
  • Review insurance policies for compliance and lender requirements as well as cancel vehicle CPI policies
  • Assure CPI Cancel protocol/procedures are being followed.
  • Quality must be maintained to minimize premium loss

Requirements:
  • High school diploma required.
  • Ability to distribute and exchange information with others.
  • Strong attention to detail and organization skills required.
  • Strong problem solving and analytical abilities required.
  • Dependable and dependable
  • Ability to acknowledge and respect confidential information.
  • Excellent telephone, written and verbal communication skills with strong customer service focus.
  • Professional interaction with employees, peers and customers required.
  • Ability to answer questions, correct errors and resolve discrepancies.
  • Ability to learn quickly.
  • Ability to remain composed and effective under pressure

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.