The Back-Office/Customer Service Agent is responsible for assisting auto insurance companies with procurement of vehicle titles, title paperwork, and working with financial institutions and vehicle owners.

• Opening/scanning mail received
• Call queue - Inbound calls (ability to answer basic questions, give claims updates and direct caller to correct party/team if applicable
• Total Loss Packets (create and send all documents required per state guidelines)
• Initial Lien Holder calls (Calls are to secure payoff information, Letters of Guarantee and Copy of Title)
• Initial calls to owners/insureds (these are customer specific tasks and it used to inform owner of packet that will be sent to them)
• Follow-up calls to owners/insureds to follow-up on needed documents or corrected documents needed
• Follow-up calls to Lien Holders (for documents listed above in the initial call)
• Will send out revised packets to the owners/insureds as needed
• Will be held to the internal cycle times and other auditable criteria
• Mail Approvals -Reviewing all mail to ensure that documents are compliant per State guidelines
• Launch the "Okay to Pay" the owner/insured to the Insurance company after final review of file for compliance
• Will monitor and work a shared inbox to ensure the tasks and directives are addressed and completed per company policy, timelines and contractual obligation.

Required Skills and Experience:

• Excellent communication skills in ENGLISH -- written and verbal
• 6 months of office customer service experience
• Education: High School degree
• Proficient in basic office equipment and with Microsoft products
• Ability to multi-task
• Ability to work in a fast-paced environment
• Excellent customer service skills and attitude
• Basic math skills
• Ability to read/write in English fluently and effectively