Customer Service Representative

Job Summary

The ATM is responsible for accurately verifying, processing, and documenting insurance information related to Creditor Placed Insurance (CPI). This role involves handling inbound and outbound calls, performing web-based insurance verifications, reviewing policy compliance, and ensuring timely and accurate updates to tracking systems while meeting defined productivity and quality standards.

Key Responsibilities

• Perform accurate insurance verifications by handling inbound calls and making outbound calls to insurance agents, regional offices, lenders, and borrowers, as required.

• Research and verify insurance information using approved insurance carrier websites and internal systems for each specific scenario.

• Manage inbound and outbound call queues efficiently to support insurance verification and follow-up activities.

• Accurately document and compose written contract histories and insurance-related notes.

• Verify, key, and update insurance data related to all Creditor Placed Insurance (CPI) product types, including CPI cancellations.

• Process insurance documentation received from agents, lenders, and borrowers within the tracking system.

• Review insurance policies to ensure compliance with lender requirements and coverage standards.

• Maintain high levels of accuracy while meeting established productivity, quality, and turnaround time goals.

• Manage assigned workloads effectively to ensure timely completion of tasks.

• Perform additional duties and support activities as assigned by management.

Key Skills & Competencies

• Strong attention to detail and accuracy

• Excellent written and verbal communication skills

• Ability to manage high call volumes and multiple tasks simultaneously

• Knowledge of insurance verification processes and CPI products (preferred)

• Proficiency in navigating web-based systems and internal tracking tools

• Ability to work independently while meeting productivity targets