Customer Service Rep

SWBC is seeking a talented individual to supervise the staff and activities involved with all aspects of customer service support protection in loan portfolios to financial institutions, insurance agents and borrowers / members; handles staffing and personnel issues; and verifies and updates all service Center Employee work and break schedules, documents and maintains attendance records.Why You'll Love This RoleIn this role, you will have the opportunity to lead Outbound Customer Service Representatives as they make outbound attempts to update loans in the auto and mortgage space.

You will have a direct impact on the learning and development of your team while contributing ideas and solutions to make the team and department more streamlined and successful.Essential Duties Include The FollowingSupervises the staff and activities involved in providing efficient and effective customer service support in administering collateral protection insurance coverage to include work schedule maintenance; interviews for open positions; coaches, counsels and disciplines; processes time cards, and resolves personnel related issues.Oversees and monitors inbound and outbound service calls regarding collateral protection insurance coverage questions, inquiries and / or problems for all levels of complexity to ensure quality standards, compliance with policies and procedures, and timely feedback.Establishes and maintains effective communication with financial institutions to ensure customer expectations are being meet.Monitors and enforces quality expectations by reviewing, coaching and counseling representatives on their phone call scoring sheets.Assists in the development of training programs to meet on going customer service initiatives by identifying and coordinating training need.Monitors and oversees the timely execution of various department activities to include team fax queues, group email accounts, and maintenance workload queues to ensure effective customer service support.Serious Candidates Will Possess The Minimum QualificationsBachelor's Degree in Business, Management, Communications, Marketing, related field or equivalent experience.Two (2) years high-level call center, telemarketing, customer service or other related experience in an insurance or banking environment.Supervisory experience preferred.Excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills.Possess a working knowledge of personal computers to include MS Word, Excel, PowerPoint, Internet, and AS400.Be able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.Able to type at least 30 WPM accurately and know 10-key by touch.May be required to sit for long periods of time.Additional InformationSWBC is a Substance-Free Workplace and requires pre-employment drug testing.To learn more about SWBC, visit our website at If interested, please click the appropriate apply button.