Customer Service Representative

A path for every ambition.
At HUB, we believe the best work happens when people are given real space to grow and then given the autonomy to exercise it. We power progress and protect ambition: for the clients who count on us, and equally for the people who make that possible every day.
We’re creative thinkers and determined doers, guided by values that show up in how we work together: with empathy, adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do grows with them.
Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here.
Whether you’re starting out or leveling up, you’ll find the resources to evolve, the support to take on more and a team ready to back you at every stage.
Your ambition has a home here.
GENERAL DESCRIPTION (Summary, Scope, Purpose)
Are you passionate about delivering exceptional customer service and making meaningful connections every day? As a Customer Service Representative, under limited supervision, you'll be the voice of our Tracking Department, playing a vital role in helping customers and insurance agents navigate insurance requirements with confidence and clarity.
The Customer Service Representative will be responsible for answering incoming calls and making outbound calls to assist customers and agents while maintaining customer privacy and confidentiality in accordance with policies and procedures. The ideal candidate will educate the caller as to what documentation is required to satisfy the customer’s loan agreement and provide quality customer service with a timely resolution. Additionally, the Customer Service Representative will accurately complete loan transactions, as necessary. Successful candidates can work in a fast-paced environment while maintaining a high attention to detail to achieve individual and team production and quality results.
About HUB:
HUB Financial Services stands out as an industry leader in effectively managing lending risk associated with loan-level collateral for financial institutions. Whether you’re dealing with real estate owned, residential real estate, commercial real estate, auto, watercraft, RV, powersport, or equipment portfolios, our outsourced insurance tracking, blanket, and impairment programs are designed to address lending risk comprehensively.
Our commitment to tailoring solutions means we create a unique strategy for each client and portfolio.
Why Choose HUB?
Throughout our network of more than 500 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees and providing continuous opportunities for growth and development. Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization, focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs yet evolve as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
What you'll do:
Be the first point of contact, handling inbound and outbound calls with professionalism, empathy, and energy.
Guide customers and agents through the insurance documentation process, ensuring they understand what’s needed to satisfy loan requirements.
Proactively resolve issues, complete loan transactions, and educate callers on why certain documents are essential – turning confusion into clarity.
Maintain strict confidentiality and protect customer privacy during every interaction.
Deliver prompt, friendly, and high-quality support that reflects our commitment to excellence.
You’ll Thrive Here if:
You love working in a fast-paced environment where attention to detail and teamwork drive success.
You take pride in solving problems and helping people with a smile – even over the phone.
You're a natural communicator who enjoys educating others and making processes easier to understand.
You aim for high performance and bring a strong sense of ownership to your work every day.
If you're looking for a role where your skills matter, your work is appreciated, and you can truly make a difference, this is the opportunity for you!
Key Responsibilities:
Field inbound calls from customers and insurance agents while providing superior customer service across all escrow and non escrow insurance products. The average number of inbound calls received per representative is ~12 calls/day; however, the volume may vary depending on the workflow assigned and season.
Conduct outbound calls to insurance agents to request the required insurance information across all products. The average number of outbound calls completed per representative is ~90 calls/day; however, the volume may vary depending on the workflow assigned and season.
Educate customers on why insurance documentation is required for their loan agreement and resolve inquiries with a timely resolution.
Key in and validate data received in order to update loan records.
Match insurance documents to loan records.
Train to additional supplemental processes based on business needs.
Adhere to the Daily Workflow Schedule which outlines job responsibilities and daily production goals.
Actively participate in all training sessions, team meetings, department meetings and One-on-one meetings.
Participate and/or collaborate on assignments and special projects.
Other responsibilities as directed.
The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
High attention to detail is required
Proficiency with Microsoft Office Suite (Word, Excel, Outlook)
Required- 10 key typing: Minimum 32 WPM
Required- Reading Comprehension: Understanding company manuals step-by-step
Required- a working knowledge of Windows computer environment & Office software
Skills testing may be required prior to an interview
Ability to understand policy forms and coverage descriptions
Organizational skills required
Willingness to attend educational classes if desired.
LICENSING OR CERTIFICATION REQUIREMENTS
None required
BENEFITS
HSA and PPO Medical plans available
FSA available
Dental plans
Vision insurance through VSP
Employer paid Short Term Disability
Employer paid Life Insurance – 2x your salary
401k -Company matching
10 paid Holidays
Floating Holidays and Personal days
Accrue Vacation and Sick time from day 1
Tuition Reimbursement
All full-time employees working 30+ hours a week are eligible for benefits. Benefits are effective the first of the month, following their first 30 days.
Tools provided from the Company:
Laptop
Monitor and Mouse
Headset and webcam
All full-time employees working 30+ hours a week are eligible for benefits. Benefits are effective the first of the month, following their first 30 days.
PHYSICAL DEMANDS
Work Location:
In-office, with the opportunity to work from home 1 day a week after the new hire probationary period.
Schedule:
Monday-Friday: The position starts with a shift of 9:30am-6:00pm CT during the training period. Upon completing Flood and Escrow Outbound training, the schedule will permanently transition to 12:30pm-9:00pm CT. Please note that this later shift is a requirement of the role. A 30-minute lunch is included.
Working Conditions:
Normal office environment with little exposure to dust, noise, and temperature.
Extended viewing of multiple screens for seven or more hours a day.
Extended periods of sitting.
You Will Need:
A safe home office or quiet workspace with high speed and reliable internet connectivity.
Cell phone
All duties and responsibilities outlined in this position are considered essential job functions, and reasonable accommodations will be made to enable individuals with disabilities to perform them. The requirements listed represent the minimum knowledge, skills, and abilities necessary to perform the job proficiently. This description is not exhaustive, and employees may be required to perform other job-related duties as assigned by their supervis