National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers.
Job Description
The Client Service Associate plays a key role in a specialized, mortgage servicing environment, supporting lenders by managing borrower and insurance-related inquiries within a high-volume call center setting. This position focuses on assisting customers with mortgage accounts, escrow accounts, property insurance questions, and claims-related concerns. The associate is responsible for delivering high-quality customer service, resolving inquiries efficiently—often within a single interaction—and handling escalated situations with empathy and professionalism. This role requires strong communication, analytical thinking, and technical proficiency to navigate systems and ensure accurate account handling.
Key Responsibilities
* Handle a high volume of inbound calls (60-80 calls per shift) from borrowers, insurance agents, and carriers related to mortgage servicing, escrow accounts, and property insurance
* Provide clear guidance on property insurance requirements, premium disbursements, and claims-related inquiries
* Strive for one-call resolution by efficiently addressing customer needs and minimizing repeat contacts
* Manage and de-escalate complex or sensitive customer interactions while maintaining a high level of professionalism and empathy
* Process and facilitate property insurance premium disbursements accurately and in a timely manner
* Maintain detailed and accurate documentation in internal systems, including account notes and updates
* Meet and maintain performance expectations, including availability, schedule adherence, and attendance standards
* Utilize internal tools and Microsoft Office applications (including Excel) to analyze account details and support customer inquiries
Preferred Skills & Qualifications
* Strong communication and active listening skills, with the ability to explain complex mortgage and insurance concepts clearly
* Proven ability to handle escalated calls with empathy, professionalism, and problem-solving focus
* Solid analytical and critical-thinking skills to assess account details and resolve issues effectively
* Demonstrated commitment to delivering a positive customer experience and high satisfaction outcomes
* Technical proficiency with Microsoft Office Suite, particularly Excel, and ability to learn new systems quickly
* Ability to thrive in a fast-paced, high-volume call center environment
Education & Experience
* High School Diploma or GED (preferred)
* 0-2 years of customer service, call center, financial services, or mortgage-related experience (preferred)
Skills
* Business Support
* Client Facing
* Consumer Protection
* Quality Control (QC)
* Service Delivery
Compensation
Compensation for this role is $19/hr.
Benefits
* National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law.
* Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse.
* Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.
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Job Description
The Client Service Associate plays a key role in a specialized, mortgage servicing environment, supporting lenders by managing borrower and insurance-related inquiries within a high-volume call center setting. This position focuses on assisting customers with mortgage accounts, escrow accounts, property insurance questions, and claims-related concerns. The associate is responsible for delivering high-quality customer service, resolving inquiries efficiently—often within a single interaction—and handling escalated situations with empathy and professionalism. This role requires strong communication, analytical thinking, and technical proficiency to navigate systems and ensure accurate account handling.
Key Responsibilities
* Handle a high volume of inbound calls (60-80 calls per shift) from borrowers, insurance agents, and carriers related to mortgage servicing, escrow accounts, and property insurance
* Provide clear guidance on property insurance requirements, premium disbursements, and claims-related inquiries
* Strive for one-call resolution by efficiently addressing customer needs and minimizing repeat contacts
* Manage and de-escalate complex or sensitive customer interactions while maintaining a high level of professionalism and empathy
* Process and facilitate property insurance premium disbursements accurately and in a timely manner
* Maintain detailed and accurate documentation in internal systems, including account notes and updates
* Meet and maintain performance expectations, including availability, schedule adherence, and attendance standards
* Utilize internal tools and Microsoft Office applications (including Excel) to analyze account details and support customer inquiries
Preferred Skills & Qualifications
* Strong communication and active listening skills, with the ability to explain complex mortgage and insurance concepts clearly
* Proven ability to handle escalated calls with empathy, professionalism, and problem-solving focus
* Solid analytical and critical-thinking skills to assess account details and resolve issues effectively
* Demonstrated commitment to delivering a positive customer experience and high satisfaction outcomes
* Technical proficiency with Microsoft Office Suite, particularly Excel, and ability to learn new systems quickly
* Ability to thrive in a fast-paced, high-volume call center environment
Education & Experience
* High School Diploma or GED (preferred)
* 0-2 years of customer service, call center, financial services, or mortgage-related experience (preferred)
Skills
* Business Support
* Client Facing
* Consumer Protection
* Quality Control (QC)
* Service Delivery
Compensation
Compensation for this role is $19/hr.
Benefits
* National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law.
* Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse.
* Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.
#J-18808-Ljbffr
Client Service Associate II - National General in phoenix at Unknown Company
This position is listed as full time and able to be worked remotely.