Customer Service Representative

About the role

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.

Summary

The Customer Service Representative is responsible for accurately handling business calls inbound/outbound and related mortgage insurance documentation/processing.

Essential Duties and Responsibilities

• Responsible for answering telephone call inquiries (inbound/outbound) and promoting good will with customers.
• Relies on instructions and pre-established guidelines to perform the functions of the job designed to help representatives achieve our goals.
• Maintains at least minimum proficiency results for productivity (15-17/hour; required to process data entry in addition to calls) and 95% accuracy of work performed.
• Develops and maintains positive working relationships.
• Supports Company by maintaining minimum performance standards based on company service commitments as well as individual goals for attendance, limiting phone system Aux time/call to 3 minutes, and maintaining an acceptable monthly call evaluation score average above 90%.
• Adhering to all established company security and compliance policies.
• Willing to work a shift ending 9pm Mon-Friday. Most shifts are from 8:00am to 5:00pm
• Other duties as assigned
• Attends Industry related continuing education training and courses.

Additional information

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
• Skills testing may be required
• Call Center Experience required (1+ years) due to environmental expectations.
• Experience working with community bank bond / D&O / property and casualty insurance programs is preferred
• Above-average telephone techniques and the ability to communicate effectively with prospective and existing clients, as well as other staff members
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook)
• Ability and willingness to utilize company’s computer system and software
• Ability to understand policy forms and coverage descriptions
• Organizational skills required
• Willingness to attend educational classes is desired

Licensing or Certification Requirements

• Requisite insurance license

Benefits

• HSA and PPO Medical plans available
• FSA available
• Dental plans
• Vision insurance through VSP
• Employer paid Short Term Disability
• 5 Weeks of Paid Parental Leave
• 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.

Physical Demands

Work Location: In-office

Schedule: Monday-Friday 8:00am-5:00pm CT with an hour lunch.

Working Conditions

• A shared office environment with moderate noise levels (e.g., phone conversations, typing)
• Frequent use of computer monitors, keyboard, and mouse
• Extended viewing of multiple screens for seven or more hours a day.
• Extended periods of sitting.

What we offer you

We invest in your growth. HUB offers structured training, licensing support and ongoing development opportunities designed to accelerate your career.

• Competitive pay with comprehensive health benefits, retirement savings matching and company-paid life and disability plans
• Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance
• A collaborative, high-performing culture with meaningful engagement, community impact through HUB Gives and genuine room to grow your career

The HUB difference

HUB International is one of North America’s largest insurance brokers, delivering risk management, insurance, employee benefits, retirement and wealth management solutions to businesses and individuals across the United States and Canada — through locally led teams backed by national expertise, giving you the agility of a local partner and the reach of a global organization.