Call Center EMS

7 days ago

Troy, United States Proctor Loan Protector Full time

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Job Title: Call Center EMS
FLSA Status: Non-Exempt
Department: Lender Solutions
Reports to: Call Center Manager

Who are we? What do we do? Company Overview:

Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions. While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation.

What's the culture like at Proctor Loan Protector?

At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth. As we continue to grow and expand, this allows us to offer career paths and opportunities. We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment.

What can I expect from working at Proctor Loan Protector?

  • Fun work environment with a variety of work
  • Being part of a team
  • Career growth
  • Ability to highlight your skills
  • Feel valued
  • Great benefits, pay and culture
Tell me more about this role, what would I be doing?

Summary:

The Expert Matter Specialist (EMS) provides the daily support of admin duties for the specific accounts to meet customer and employee satisfaction while achieving the business goals of the call center.

Essential Duties and Functions: include the following. Other duties may be assigned.
  • Analyze and manage account request inquires sent by call center associates, Review and research emails prior to forwarding to team/client contact.
  • Process manual check requests.
  • Process payment discrepancy and lender place cancelations,
  • Interact with key users for feedback to make process improvement / enhancement recommendations.
  • Communicate all changes, enhancements, new version releases, etc. to the appropriate personnel including the Training department and Quality Services on a consistent and timely manner.
  • Ensure employees have the necessary training and job aids to perform their job responsibilities.
  • Be visible and available on the floor. Interact with the team as much as possible through questions, emails and one and one interactions.
  • Adhere to and support all Proctor and Business Partner quality initiatives, systems and policies.
  • Attend and participate in team meetings and management meetings.
  • Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.
  • Assist with call volume when necessary
  • Maintain professional working relationships.
  • Other duties as assigned
Competencies:
  • Customer/Client Focus - the tendency to strive to exceed customer expectations. Effectively elicit first-hand customer information and use it to resolve their queries.
  • Problem Solving - the ability to solve problems and understand complex and unfamiliar information. Readily learn and apply new information and skills on the job.
  • Planning/organizing-the individual prioritizes and plans work activities and uses time efficiently.
  • Interpersonal skills-the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
  • Oral communication-the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
  • Written communication-the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
  • Results-driven - the ability to effectively manage a pod/team, maximizing the results of team standards.
  • Quality control-the individual demonstrates accuracy and thoroughness and monitors own work to ensure standards are achieved. Maintaining a quality average of 95% or better over the last six months.
  • Adaptability-the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
  • Leadership - the individual manages work groups, works to develops others, build and maintain relationships, can effectively set vision and strategy and manage change.
  • Safety and security-the individual observes safety and security procedures and uses equipment and materials properly.
Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions:

Required:
  • High School Diploma/GED
  • Proficient with MS Office
  • Ability to maintain a high level of confidentiality
  • Consistent quality scores for the last six months.
  • Outgoing, energetic personality; people person
  • Must be detail and results oriented
Preferred:
  • Associate's or Bachelor's degree in a business or financial related discipline
  • Excellent interpersonal communication skills
  • Ability to react and adapt to changes and priorities
  • Flexibility with work schedule
Physical Requirements Necessary on a Regular Basis:
  • Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.
  • Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.
  • Vision sufficient for use of a computer monitor.
  • Sedentary work. Ability to sit at a desk 7-8 hours per day.
  • Worker not substantially exposed to adverse environmental conditions

Pay Ranges:

Any posted pay range considers a wide range of compensation factors, including skills, experience, work location and more. We offer competitive pay while still allowing for compensation growth within the position and company.

This job description is not meant to be an all-inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.

EEO Statement:
Proctor Loan Protector is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status or any other classification protected under law.

Pay Range
17.00 - 20.00 Hourly
The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

The Power to Be Yourself

We are an Equal Opportunity Employer. Brown & Brown is committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, "The Power to Be Yourself".

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