SWBC is seeking a talented individual to supervise the staff and activities involved with all aspects of Commercial Insurance Tracking. Provides high level client support to the Commercial Accounts portfolio by performing, assigning, and managing client requests, special projects, and analysis of systemic problems (procedural, functional, system change, training), and the like.

Essential duties include the following:

• Supervises the staff and activities involved in all aspects of Commercial Insurance Tracking, to ensure the highest degree of quality, customer satisfaction, and compliance with company policies and procedures to include maintaining work schedules; interviewing for open positions; coaching, counseling and disciplining; and resolving personnel related issues.
• Resolves and assists with complex calls and account questions, problems or client complaints to ensure customer satisfaction.
• Ensures effective process are established, documented, and administered to staff in order to achieve all client expectations and contractual obligations by adequately training and holding staff accountable.
• Establishes and maintains effective communication with financial institutions which may include hosting/participating in client meetings, emails, and other means of communication to ensure client expectations are being met.
• Collaborates with other departments to ensure Commercial Insurance Tracking functions and initiatives are executed including but not limited to Account Management, Implementations, Salesforce, Documentum, Tracking Operations, IT/Applications Development, Mortgage Product, and Training.
• Supervises the timely execution of various department activities to include, but not limited to, the completion of required client reporting, urgent email requests, client escalations, and all general processing functions.
• Provides secondary point-of-contact support for clients and for client operational requests on accounts in partnership with the Account Management team.
• Monitors and enforces the highest level of quality expectations by reviewing, coaching, and counseling Commercial Insurance Tracking Representatives on their monthly performance.

Serious candidates will possess the minimum qualifications:

• Associate’s Degree in Management, Business, Communications, or related field or equivalent experience.
• Bachelor’s Degree in Management, Business, Communications, or related field preferred.
• At least two (2) years in insurance tracking, research, monitoring electronic files, or related experience preferably within the insurance, mortgage, or banking industry and at least two (2) years in client relationship management.
• Supervisory or team lead experience preferred.
• Basic understanding of mortgage escrow accounts or homeowners’ insurance.
• Excellent project oversight and time management skills.
• Strong analytical and organizational skills to perform multiple work assignments.
• Excellent interpersonal and effective communication skills, both verbal and written.
• Proficient computer and accurate keyboard skills in utilizing computer applications such as MS Word and Excel.
• Working knowledge of general office equipment such as phone system, copier, scanner, and the like.
• Knowledge of mortgage servicing system applications such as LPS, FiServ, and the like preferred.
• Able to sit for long periods of time performing sedentary activities.
• Able to lift up to 20 lbs. of files, supplies, documents, or other related items.

SWBC offers*:

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Leadership Academy and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program

*Based upon employee eligibility

Additional Information:

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.

Please note, SWBC does not hire tobacco users as allowed by law.

To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.