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Client Relations Coordinator

2 months ago

Jefferson City, Missouri, United States Veterans United Home Loans Full time
* We are seeking dedicated professionals to enhance our customer service team *

As a Customer Experience Specialist, your primary role will be to nurture our connections with clients following the issuance of insurance policies by Veterans United Insurance (VUI) and address various service-related inquiries. You will also identify opportunities to bundle insurance solutions for our clients, presenting additional products tailored to their needs and providing quotes for various insurance offerings. Your responsibilities may extend to assisting Loan Officers, Insurance Agents, and clients with policy updates or change requests, as well as other tasks associated with finalizing insurance agreements. Depending on your assignment, your focus may be in one of the following areas:
  • Operations/Funding
  • Service and Billing
  • Retention
Job responsibilities will vary based on your assignment but may include:

Operations - Funding
  • Process policies by collecting all necessary documents from carrier platforms and uploading them correctly to Blitzdocs.
  • Fund policies by verifying information in Blitzdocs, updating mailing addresses in the carrier system, closing CRM entries, and providing the carrier with closing documentation.
  • Respond promptly to all email inquiries.
  • Assist Agents with additional coverage requirements.
  • Make mortgagee adjustments before and after funding, along with managing all other assigned correspondence.
  • Contribute to strengthening team dynamics and culture by assisting with additional duties as required.
Service and Billing
  • Examine existing client files and insurance policies to ensure all carrier requirements are fulfilled to prevent any unexpected coverage interruptions. Communicate effectively with clients, carriers, and other stakeholders to gather necessary information, deliver an exceptional customer experience, and keep all parties informed as needed.
  • Regularly engage with clients to foster positive relationships, educate them about insurance, and identify opportunities for cross-selling additional products.
  • Address incoming inquiries from clients, carriers, partners, and others via phone and email.
  • Assist with the processing of agency correspondence.
  • Actively participate in enhancing team culture by assisting with other responsibilities as needed, excluding licensed activities.
Retention
  • Review all assigned renewals in the retention center to determine appropriate next steps for our clients. Analyze high-level renewals for potential savings and other options, and promote cross-selling opportunities for savings.
  • Assess existing client files and insurance policies to ensure all carrier requirements are met to avoid unexpected coverage interruptions. Communicate effectively with clients, carriers, and other stakeholders to gather necessary information, deliver an exceptional customer experience, and keep all parties informed as necessary.
  • Follow up with clients during claims processes and regarding renewals, adhering to best practices.
  • Address incoming inquiries from clients, carriers, partners, and others via phone and email.
  • Contribute to strengthening team dynamics and culture by assisting with additional duties as required, excluding licensed activities.
We are looking for individuals who are passionate about their work and enjoy delivering results with integrity, while enhancing the lives of others daily.

Successful candidates will demonstrate the following attributes:
  • Ability to excel in a fast-paced, results-driven environment
  • Strong attention to detail
  • Capacity to work independently
  • Effective time management and deadline adherence
  • Excellent communication skills (both written and verbal)
  • Outstanding customer service abilities
  • 1+ year(s) of experience in phone-based customer service and/or sales
  • Knowledge of Property and Casualty Insurance
  • Property and Casualty Insurance licensed or willingness to obtain licensure upon employment
  • Proficiency in basic computer technologies suitable for an internet-based company
  • Consistent and reliable attendance
Learn more about us on Glassdoor and our career site at

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.