Call Center Quality Auditor

Job Title:Loss Draft Quality Auditor
FLSA Status: Non-Exempt
Department: Lender Solutions
Reports to: Senior Manager - Lender Solutions

Summary:
Responsible for performing quality reviews to assure that loss draft call staff are providing and documenting correct information. Key elements reviewed from the call and the loss draft system.

Essential Duties and Functions: include the following. Other duties may be assigned.

• Reviewing claim information, and clear understanding of all processes and various servicing platform’s according to defined business rules.
• Understanding of insurance claim documents and the lender placed claim process.
• Call review for quality assurance to ensure adherence to clients’ rules and investor guidelines.
• Attendance/Quality/Production must meet or exceed PFI standards
• Understand the loss draft process.
• Back-up existing staff in taking incoming and escalation calls.
• Follow procedures to ensure information is updated accurately and production metrics are reached.
• Compile and document discrepancies.
• Identify error trends within processes and report to leadership.

Competencies:

• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
• Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
• Quality control—the individual demonstrates accuracy, thoroughness, and monitors own work to ensure quality.
• Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
• Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Required:

• Strong analytical skills.
• High School Diploma/GED.
• 3 months experience in the loss draft department.
• Attendance/Quality/Production must meet or exceed PFI standards.
• Proficient with MS Office– specifically Word and Excel.

Preferred:
Associate’s or Bachelor’s degree in a business or financial related discipline.
Insurance or claims experience.

Physical Requirements Necessary on a Regular Basis:

• Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.
• Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.

EEO Statement
Individuals seeking employment at Brown & Brown are considered without regard to race, color, religion, national origin, age, gender, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Job Type: Full-time

Pay: $19.00 per hour

Benefits:

• Tuition reimbursement
• Dental insurance
• Life insurance
• Employee assistance program
• 401(k)
• Vision insurance
• Health savings account
• Professional development assistance
• 401(k) matching
• Health insurance
• Flexible spending account
• Paid time off

Schedule:

• Monday to Friday
• 8 hour shift

Supplemental pay types:

• Signing bonus

Ability to commute/relocate:

• Daytona Beach, FL 32114: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Excel: 2 years (Preferred)
• Quality control: 3 years (Preferred)

Work Location: Hybrid remote in Daytona Beach, FL 32114