What are the responsibilities and job description for the Client Care Rep I position at Pathward, N.A.?
About the Role:
The Client Care Representative will provide support for agents in the preparation and processing of loan documents for moderately complex accounts. This position is also responsible for responding to customer requests for support.
What You Will Do:
- Professionally handle incoming requests via telephone, fax and email from our insured borrowers, agency partners and insurance companies. Ensure that issues are resolved both promptly and thoroughly.
- Respond to Live Chat from our insured borrowers and insurance agency partners
- Process checks and credit card payments over the phone, by fax and email.
- Review correspondence from insurance companies and/or general agencies acknowledging the premium is financed. Review the provisions of policy premiums, effective dates, fees/taxes, carrier and managing agency, etc. Resolve discrepancies.
- Assist with loan underwriting
- Assist underwriting with assigning loans
- Cross-train for various responsibilities to provide adequate back-up during vacations and other employee absences.
- Coordinate with staff members to ensure we maintain adequate phone support.
- Assist agents when loan requires amendment and coordinate with internal marketing as needed.
- Review previous day’s contracts and funding for accuracy.
- Follow up on missing policy numbers by contacting the agent and/or the insurance company.
- Follow up to confirm carrier on NCCI (Assigned Risk) policies.
- Review refund checks and reconcile refunds
- Perform administrative and other duties as assigned
What You Will Need:
- Associate degree preferred or equivalent experience required.
- Previous customer service helpful.
- Bi-lingual capabilities required.
The responsibilities listed above are not all inclusive and may be changed at any time.
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