Call Center Escalation Specialist

2 months ago

Daytona Beach, 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: Loss Draft Escalation Specialist I

FLSA Status: Non-Exempt

Department: Lender Solutions

Reports to: Manager of Lender Solutions

Location: Proctor - 166

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
Summary:

The Loss Draft Escalation Specialist de-escalates borrower calls when requested. This requires working in a call center environment. Demonstrate the ability to make decisions, de-escalate upset customers, problem analysis, and provide prompt attention. Monitor the repair process for losses suffered by borrowers using the loss draft module

Essential Duties and Functions: include the following. Other duties may be assigned.
  • Must have a clear understanding of all processes and client servicing platform.
  • Work to resolve escalated issues with client and borrowers on a daily basis
  • Accept incoming phone calls
  • Make outbound phone calls to follow up on claims
  • Monitor and respond to incoming emails
  • Monitor and respond to incoming voicemails
  • Understand and apply business rule requirements
  • Understand and apply investor requirements
  • Document claim activity in the loss draft module
  • Order inspections for claims
  • Request disbursements for ongoing claims
Competencies:
  • 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. Demonstrates the ability to de-escalate an irate caller.
  • Written communication-the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
  • Problem solving-the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
  • Quality control-the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
  • 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.
  • Safety and security-the individual observes safety and security procedures and uses equipment and materials properly.
  • Emotional Intelligence-the individual can effectively understand and manage their own emotions and the emotions of customers.
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
  • Property claims experience
  • Experience in de-escalating calls and resolving issues reported by the borrower/contractor.
  • Manage and resolve complex escalation request with professionalism and empathy
  • Computer knowledge - Proficient in Windows based environment
  • Microsoft Office Skills (specifically Excel and Word)
  • Strong analytical skills
  • Customer Service Skills
  • Strong communication skills both written/verbal
  • Strong organizational skills
  • Attention to detail
  • Ability to prioritize workflow and work in a fast paced environment
  • Works well in a team environment
  • Attendance/Quality/Production must meet or exceed PFI standards
Preferred:
  • Bachelor's degree in a business or financial related discipline
  • Insurance/Mortgage Servicing knowledge
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 position. Ability to sit at a desk 7-8 hours per day.
  • Worker not substantially exposed to adverse environmental conditions


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.

We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.

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