Product Support Administrator I

General Description (SUMMARY, Scope, Purpose)

Responsible for efficient handling of telephone and email inquiries from clients, agents, and producers in a timely and professional manner. Supports the day-to-day workflow of the department’s email inbox and assists in maintaining positive relationships with producers and self-service clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handle incoming correspondence in the Product Services Department email inbox, prioritizing timely, accurate responses in line with departmental standards.
• Collaborate with team members and the Product Services Manager to develop and implement a comprehensive communication plan with clients to proactively assess and address their evolving needs.
• Provide basic-to-intermediate helpdesk support and training for clients, agents, and producers.
• Working closely with team members and the Product Services Manager to foster and enhance relationships with existing clients and agents through consistent and informative communication.
• Develop a working understanding of loan servicing operations, including collateral management, insurance requirements, and escrow responsibilities.
• Proficient familiarity with Mortgage Protection Insurance for lender-placed and REO risks, tracking and reporting self-service clients through iPol and variant or modified exposure-only programs.
• Inform the Supervisor/Manager of any unusual activity or requests, including coverage or cancellation requests, prospective client inquiries or referrals received, and awareness of business opportunities with current clients or producers.
• Assess incoming inquiries and escalate advanced or urgent matters to the Supervisor, Management, and/or HFS IT Staff as necessary.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Must be a self-starter with the ability to prioritize and time-manage while working in a fast-paced environment.
• Creative and imaginative problem-solving abilities with a strong desire to create win-win situations.
• Strong customer service orientation, consistently delivering outstanding support.
• Detail-oriented with solid organizational skills. Good follow-up skills are essential.
• Excellent written and verbal communication skills.
• Experience in mortgage servicing, property insurance, or related product or service is a plus.
• Familiarity with financial services products, systems, and coverage is a plus.

LICENSING OR CERTIFICATION REQUIREMENTS None required

PHYSICAL DEMANDS

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of multiple CRT screens simultaneously.

QUALIFICATIONS

To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, and local law. If this position requires licensing or certification, the incumbent must maintain that license or certification by meeting all continuing education and other requirements.

Department Account Management & Service

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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