Make a meaningful impact by delivering timely, accurate insurance servicing support and improving the client experience. In this role, you will manage a high volume of servicing inquiries and mailbox requests from clients, agents, and internal partners. You will research items, coordinate next steps, and drive requests to resolution with clear documentation. If you thrive in a fast-paced environment and take pride in strong customer support and follow-through, we’d like to hear from you.
Job summary
As an Insurance Servicing Specialist in the Insurance Servicing team, you will manage mailbox requests and complex servicing inquiries by completing intake, researching loan and policy documentation, conducting outreach, and partnering with internal teams to deliver timely and accurate resolution. You will support day-to-day servicing needs while helping strengthen documentation, reporting, and control routines that improve service quality and compliance.
Job responsibilities
- Manage insurance servicing mailbox requests and inquiries from clients, agents, and internal partners to support timely, accurate resolution.
- Prioritize and own queue items based on risk, aging, and business impact, and document actions and outcomes clearly.
- Contact customers and/or agents to request documentation, confirm coverage details, resolve discrepancies, and provide status updates.
- Research and resolve routine-to-complex servicing requests (e.g., policy updates, evidence of insurance, coverage validation, document corrections, follow-ups) and route items appropriately when needed.
- Partner with cross-functional teams to investigate exceptions and complete resolution in alignment with servicing standards and applicable requirements.
- Track outstanding items, follow-ups, and documentation needs to reduce aging, avoid rework, and maintain audit-ready records.
- Review exception and aging reports as assigned, and escalate time-sensitive issues or emerging risks through appropriate channels.
- Support special projects such as process enhancements, operational readiness activities, reporting, audit/exam support, and training materials.
- Identify opportunities to improve turnaround time, reduce rework, strengthen controls, and enhance the client and agent experience.
- Perform targeted quality checks of servicing documentation and processes, as needed.
- Assist with flood-related servicing items as needed, including renewal outreach and agent follow-up to support timely completion.
Required qualifications, capabilities and skills
- Prior insurance experience (e.g., insurance servicing, policy or coverage review, insurance tracking, or loan servicing/operations experience involving insurance).
- Demonstrated ability to manage high-volume mailbox or queue work, prioritize effectively, and drive items to resolution.
- Strong problem-solving skills and attention to detail, with the ability to research issues and determine appropriate next steps.
- Strong written and verbal communication skills, with the ability to communicate clearly and professionally with clients, agents, and internal partners.
- Strong organizational skills, including the ability to manage aging items, complete timely follow-ups, and maintain accurate documentation.
- Ability to work quickly and accurately in a deadline-driven, fast-paced environment.
- Customer-focused approach with comfort conducting proactive outreach and closing open items through persistent follow-up.
- Strong collaboration skills and ability to partner effectively across teams and functions.
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
Preferred qualifications, capabilities and skills
- Knowledge of non-flood insurance guidelines (e.g., hazard, wind, or other property lines) and general commercial insurance concepts.
- Familiarity with flood insurance concepts and National Flood Insurance Program requirements.
- Experience with exception and aging reporting, operational controls, audit support, or process improvement methods.
- Exposure to AI-enabled tools and willingness to adopt emerging technologies that support process improvement and operational excellence.
Additional information
- Visa sponsorship is not available for this position.
- Work schedules will be full-time in office, on a 40-hour per week schedule.