Lender Services Representative

Responsibilities

• Handle a high volume of inbound calls (60-80 calls per shift) from borrowers, insurance agents, and carriers related to mo rtgage servicing, escrow accounts, and property insurance
• Provide clear guidance on property insurance requirements, premium disbursements, and claims-related inquiries
• Strive for one-call resolution by efficiently addressing customer needs and minimizing repeat contacts
• Manage and de-escalate complex or sensitive customer interactions while maintaining a high level of professionalism and empathy
• Process and facilitate property insurance premium disbursements accurately and in a timely manner
• Maintain detailed and accurate documentation in internal systems, including account notes and updates
• Meet and maintain performance expectations, including availability, schedule adherence, and attendance standards
• Utilize internal tools and Microsoft Office applications (including Excel) to analyze account details and support customer inquiries
• Preferred Skills & Qualifications
• Strong communication and active listening skills, with the ability to explain complex mo rtgage and insurance concepts clearly
• Proven ability to handle escalated calls with empathy, professionalism, and problem-solving focus
• Solid analytical and critical-thinking skills to assess account details and resolve issues effectively
• Demonstrated commitment to delivering a positive customer experience and high satisfaction outcomes
• Technical proficiency with Microsoft Office Suite, particularly Excel, and ability to learn new systems quickly
• Ability to thrive in a fast-paced, high-volume call center environment
• Education & Experience
• High School Diploma or GED (preferred)
• 0-2 years of customer service, call center, financial services, or mo rtgage-related experience (preferred)
• #LI-ED2

Requirements

• Business Support, Client Facing, Consumer Protection, Quality Control (QC), Service Delivery

Benefits

Additional Information

National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers. Job Description The Lender Services Representative plays a key role in a specialized, mortgage servicing environment, supporting lenders by managing borrower and insurance-related inquiries within a high-volume call center setting. This position focuses on assisting customers with mortgage accounts, escrow accounts, property insurance questions, and claims-related concerns. The associate is responsible for delivering high-quality customer service, resolving inquiries efficiently, often within a single interaction, and handling escalated situations with empathy and professionalism. This role requires strong communication, analytical thinking, and technical proficiency to navigate systems and ensure accurate account handling.

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