Service Support Representative

**Primary Purpose-**

Support achievement of service level agreements within area of responsibility by following established procedures to review, verify and process incoming insurance-related documentation and update system of record as required.

**Essential Duties and Responsibilities**:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
- Process insurance-related documentation queues by verifying extracted data, comparing against physical documentation for accuracy, researching exceptions, entering changes and updating system of record as required to ensure accuracy and completeness of database information
- Locate loans and match to excepted data by following established procedures to review captured documentation, conduct database searches for corresponding loans and update system of record as required
- Facilitate the achievement of achievement of service level agreements by entering data and processing assigned insurance-related documentation queues quickly and accurately to meet department quality and productivity standards
- Build insurance operations skills and knowledge by participating in cross-training and learning additional processes and procedures to support multiple workflows and contribute to effectiveness of team operations
- Manage individual performance by setting work-related goals, tracking personal achievements, soliciting feedback and communicating with management to report on success and identify improvement strategies
- Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
- Support NGIC values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives

JOB REQUIREMENTS

**Minimum Skills and Competencies**:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High school diploma or general education degree (GED)
- 1 year relevant experience
- Experience following established procedures to complete data entry and processing tasks
- Basic knowledge of procedures and best practices for documentation processing
- Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
- Working knowledge of Microsoft Outlook, Word and Excel
- Follow established guidelines to focus on details and complete tasks attentively and thoroughly
- Utilize equipment and machinery responsibly and as directed by management to complete work-related tasks
- Adapt and be flexible in a fast-paced and changing environment
- Quickly and accurately perform data entry; keep logs, records, and files up-to-date and readily accessible
- Utilize effective research and investigative techniques
- Must possess effective verbal and written communication skills
- Seek opportunities to learn and grow; build and enhance knowledge of internal processes, systems and technology
- Adhere to assigned schedule and demonstrate punctuality and consistent attendance
- Positive, pleasant and supportive disposition towards co-workers and colleagues
- Escalate issues when necessary
- Utilize established procedures to guide decision-making
- Maintain a professional, polished and poised demeanor

**Desired Skills**:

- Experience in the insurance services industry