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Stock Information

Stock Quote: NYSE: AIZ
January 19, 2018 04:02 PM
Last Price Change Open Day High 52-Week High
94.08 -0.19 (-0.2%) 94.42 94.42 106.99
Volume Previous Close Day Low 52-Week Low
317,301 94.27 93.52 86.00
Stock information is delayed approximately 20 minutes.

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Processing Specialist II

Requisition Number 52582
Processing Specialist II

This job is responsible for working on orders with complex properties, escalated scenarios, fee increases, fee quotes, and reorders. Handle escalated inbound and outbound calls within a service center from loan officers, appraisers, and property owners to obtain and report a real estate appraisal’s process from initial order to product delivery via our web based platform. Process new client orders, secure payment information, execute vendor assignment, and communicate to clients a general understanding of appraisal related products alongside client and company operational protocol. Communicate with appraisers, clients, and account executives to determine the best course of action on the escalated files. Daily maintenance of group email accounts and client-based reporting.

Work hours can include Mon-Sat. 7am-10pm

Primary Responsibilities

  • Contact appraisers and clients for status updates while maintaining a detailed communication record on our web based platform.
  • Communicate to clients and appraisers a high level understanding of appraisal related products alongside client and company operational procedure.
  • Take action on each file with a superior level of execution and decision making to quickly and accurately determine what action is needed on issue files.
  • Handle client concerns with autonomy to achieve client’s expectations and negotiate fees and turn times with appraisers while exhibiting knowledge of all company protocols and procedures.
  • Handle escalated inbound and outbound phone calls.
  • Troubleshoot problematic scenarios during all stages of the appraisal process.
  • Provide follow up support to other StreetLinks departments for timely receipt of needed products and information.
  • Work with Sales and Executives to assist clients with escalated files.
  • Act as a contact between all departments.
  • Provide feedback to department managers of reoccurring errors and ongoing issues.
  • Daily maintenance of the personal email and phone calls, as well as group emails and phone queues.
  • Keep up-to-date with all processing departments’ respective protocols and procedures.
  • Process borrower or client payment information utilizing the respective third party software system.
  • Troubleshoot problematic scenarios during all stages of the appraisal process.
  • Apply a defined logic basis in order to select the most appropriate appraiser vendor for given order.
  • Issue any refund requests from the client utilizing the respective third party software system.
  • Review various client reports on a daily basis.
  • Identify and report service trends based on analytical review of the reports provided.
  • Recognize opportunities where additional actions taken may improve the overall quality and turn-time for each order.
  • Monitor and maintain any significantly escalated file with the highest priority until file completion.
  • Maintain acceptable levels of performance metrics in Relative Efficiency, Proformance, Time On Task, Telephormance and Performance Assessments.

Basic Qualifications

  • High School Diploma or GED
  • 1 year experience in Microsoft Word, Outlook, data entry, and Internet Explorer
  • 2 years work experience or a completed college degree/program
  • 1 month of answering inbound/outbound calls in an office environment
Preferred Experience, Skills and Knowledge

  • Ability to speak clearly and persuasively; listens and gets clarification.
  • Excellent communication skills both orally and written.
  • Demonstrate success and experience operating multiple software applications.
  • Ability to operate a multi-line telephone system and strictly adhere to operational protocol is a keystone to the position.
  • Ability to handle multiple priorities in a fast paced environment.
  • Ability to interact with peers and managers with tact and diplomacy.
  • Ability to process confidential information and consistently perform with a superior level of customer service.
  • Proficient in Microsoft Word, Outlook, data entry, and Internet Explorer.
  • Typing Skills 40-plus WPM.
  • Industry experience preferred.

Location Indianapolis, Indiana

Request an Accomodation

If you need help with the application process or an accommodation, we encourage you to tell us so that we can try to get you the help you need for that. Assurant is an Equal Employment Opportunity employer committed to providing reasonable accommodations to applicants with physical and/or mental disabilities. Accommodations are made on a case-by-case basis.

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