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Customer Experience Specialist

4 months ago

Columbia, United States Veterans United Home Loans Full time

Customer Experience Specialist page is loaded

Customer Experience Specialist

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locations

Jefferson City, MO

MO-Columbia-Oscar

time type

Full time

posted on

Posted 10 Days Ago

job requisition id

R3952

*

We do not have an official start date for this role, but are currently accepting applications from amazing candidates for opportunities throughout 2024 * As a Customer Experience Specialist, you will be responsible for maintaining our relationship with customers after an insurance policy has been issued by Veterans United Insurance (VUI) and handling other service-related inquiries and calls. You are also responsible for finding opportunities to bundle our customers’ insurance needs, offering additional products that suit the customers’ needs and quoting/presenting various insurance products. You may also assist Loan Officers, Insurance Agents, and customers with all policy updates or change requests as well as other tasks associated with finalizing insurance policies for customers. Depending on your assignment, you will focus on one of the following areas: Operations/Funding

Service and Billing

Retention

Job duties will vary upon assignment but may include: Operations - Funding Issue policies by gathering all documents from carrier sites and uploading them appropriately to Blitzdocs.

Fund policies by checking Blitzdocs for our policy, updating mailing address in the carrier site, closing CRM, and updating the carrier with closing documents.

Respond to all email requests in a timely manner.

Work through task and activities for Agents when additional coverage is needed.

Make mortgagee changes prior to and after funding along with all other assigned mail.

Actively contribute to making the team and culture stronger by assisting with other duties as needed.

Service and Billing Review existing customer files and insurance policies to ensure all carrier needs are met to avoid unexpected interruption of coverage. Communicate effectively with customer, carriers, and other partners to gather information, provide a great customer experience, and keep all parties updated as necessary.

Regularly follow up with customers to maintain a positive relationship, educate them about insurance, and cross-sell other products as appropriate.

Answer incoming questions from clients, carriers, partners, and others via phone and email.

Assist with processing agency mail.

Actively contribute to making the team and culture stronger by assisting with other duties as needed, excluding licensed activity.

Retention Review all renewals as assigned in retention center to determine next steps for our customers. Review high-level renewals for potential savings and other options, and cross-sell potential saving opportunities.

Review existing customer files and insurance policies to ensure all carrier needs are met to avoid unexpected interruption of coverage. Communicate effectively with customers, carriers, and other partners to gather information, provide a great customer experience, and keep all parties updated and informed as necessary.

Follow up with customers when claims occur and regarding renewal, per best practices.

Answer incoming questions from clients, carriers, partners, and others via phone and email.

Actively contribute to making the team and culture stronger by assisting with other duties as needed, excluding licensed activity.

We’re looking for someone who can be passionate about their job and have fun doing it, who will deliver results with integrity, and who enjoys finding ways to enhance the lives of others every day. We’ll also want to know you can demonstrate these attributes: Excel in a fast-paced, results-oriented environment

High attention to detail

Capacity to work independently

Ability to manage times and meet deadlines

Strong communication skills (written and verbal)

Exemplary customer service skills

1+ year(s) of experience with phone-based customer service and/or sales

Knowledge in Property and Casualty Insurance

Property and Casualty Insurance licensed or become licensed upon employment

Proficient in basic computer technologies, appropriate for an internet-based company

Regular and predictable attendance

Learn more about us on Glassdoor

and our career site at vu.com/careers #VU2002 Veterans United Home Loans and its affiliates are proud to be Equal Opportunity Employers committed to creating a diverse and inclusive workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or other legally protected classifications.

About Us

Veterans United Home Loans is the nation’s largest VA lender and we are honored to serve Veterans and military families. Our headquarters is in Columbia (MO), and we were founded in 2002 by a pair of entrepreneurial brothers who continue to help shape our future.

We exist to enhance the lives of our borrowers, our coworkers, and our communities.

We enhance the lives of Veterans and their families by helping them through the home buying process and giving them the amazing experience they deserve. As a work family, we take care of each other; we are positively impacting each other’s lives emotionally, financially, physically, spiritually, and in many other ways. Our Veterans United Foundation enhances lives in communities across the country and we have committed more than $50 million in giving since 2011.

Join our growing team If

you have a disability and require reasonable accommodations for any part of the selection process, we’re here to help you out. Please email careers@vu.com. Veterans United Home Loans is a VA Approved Lender and is not affiliated with any government agencies, including the VA. NMLS #1907 Equal Opportunity Lender. Equal Opportunity Employer. According to the Department of Veterans Affairs Lender Statistics, Veterans United Home Loans provided more VA Home Loans by total volume than any other lender in FY 2018 and 2019.

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