Customer Experience Specialist - Columbia, MO and Jefferson City, MO
Veterans United Home Loans

**We're looking for rock stars to join our 1/29 class!**

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 will also be 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 either work a standard 9am to 5pm shift or a flex shift with evenings and weekends, and will focus on one of the following areas:

• Operations
  
• Retention
  
• Service
  

Job Duties:

Operations

• Issue policies by gathering all documents from carrier sites and uploading them appropriately.
  
• Fund policies by checking Doc Manager 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.
  

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.
  

Service

• 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.
  

Qualifications:

• 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.
  

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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