Insurance Svc Specialist IV (LSIS04)

Are you ready to make a meaningful impact by delivering timely, accurate insurance servicing support and improving the client experience? In this role, you will manage a high volume of servicing requests from clients, insurance agents, and internal partners.

Job summary 

As an Insurance Servicing Specialist within the Insurance Servicing team, you will manage insurance servicing mailbox requests and complex inquiries from intake through resolution. You will research loan insurance records, coordinate actions with partners, and perform proactive outreach to clients and insurance agents to obtain required documentation and close open items. You will help strengthen service quality and compliance by maintaining accurate documentation, tracking exceptions, and escalating time-sensitive risks. You will also contribute to process improvements and reporting that reduce rework and improve turnaround time.

Job responsibilities 

• Serve as a primary point of contact for insurance servicing mailbox requests and inquiries from clients, insurance agents, and internal partners, ensuring timely and accurate resolution.
• Own assigned queue items and prioritize work based on risk, aging, and business impact; document actions and outcomes clearly.
• Perform proactive outreach to clients and/or insurance agents to obtain documentation, confirm coverage details, resolve discrepancies, and provide status updates.
• Research and resolve routine to complex servicing requests, including policy updates, evidence of insurance, coverage validations, document corrections, and follow-ups; route items appropriately when required.
• Partner with cross-functional teams to investigate, resolve, and close exceptions in alignment with servicing standards and applicable requirements.
• Track outstanding items, follow-ups, and documentation needs to reduce aging and prevent rework; maintain accurate, audit-ready records.
• Review and manage exception and aging reports as assigned; escalate emerging risks or time-sensitive items through appropriate channels.
• Support special projects such as process enhancements, reporting, audit or exam support, training materials, and operational readiness activities.
• Identify opportunities to improve turnaround time, strengthen controls, and enhance the client and insurance agent experience.
• Perform quality control reviews of processes and documentation where needed.
• Support non-flood insurance servicing and assist with flood-related items (including renewal outreach) as needed.

Required qualifications, capabilities, and skills 

• Experience in insurance servicing, policy or coverage review, insurance tracking, or related loan servicing/operations work involving insurance.
• Ability to manage high-volume inbox or queue work and prioritize effectively to drive items to resolution.
• Ability to research issues, identify root causes, and determine the appropriate path to resolution.
• Ability to communicate clearly and professionally in writing and verbally with clients, insurance agents, and internal partners.
• Ability to maintain accurate documentation and produce audit-ready records.
• Ability to manage follow-ups and aging items to closure within defined timelines.
• Ability to work quickly and accurately in a fast-paced, deadline-driven environment.
• Customer-focused mindset with comfort performing proactive outreach to close open items.
• Ability to collaborate effectively across teams and functions.
• Proficiency in Microsoft Office (Word, Excel, and PowerPoint).

Preferred qualifications, capabilities, and skills 

• Knowledge of non-flood insurance guidelines (for example, hazard, wind, or other lines) and general commercial insurance concepts.
• Familiarity with flood insurance concepts and National Flood Insurance Program (NFIP) requirements.
• Experience with exception and aging reporting, operational controls, audit support, or process improvement activities.