Customer Experience Specialist
Veterans United Home Loans

* 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.

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