Description

Summary

The Account Specialist will support a variety of elements within the Operations department. This position will act as a liaison and support channel with various business partners to drive and manage payoffs, responding to customer issues and following for document deficiencies. This position requires direct interaction with customers and requires teamwork across the business. 

Responsibilities

• Provide courteous, timely and effective customer service to both internal and external customers.
• Work with insurance agencies, legal counsel, and bank partners to answer all customer communications in a friendly, professional, and timely manner.
• Monitor operations shared mailbox, respond, and direct incoming request or respond accordingly. 
• Review and approve all request for payoffs.
• Facilitate incoming insurance claims. 
• Contacting and collecting invalid certificates of insurance and title/lien perfection; establish the reason for documentation shortcoming to determine next steps in the process.
• Enlist efforts of sales and senior management when necessary to accelerate document inadequacy.
• Researches and analyzes accounts prior to corresponding to customer disputes and problem inquiries.
• Effective communication and follow-up with internal and external customers, and management is vital to success.
• Organize and write process guides for core operations processes. 
• Performs other related duties as assigned.

Requirements

 Skills/Experience/Education

• High school diploma or equivalent required; college degree preferred.
• 1-2 years equivalent work experience in business operations role in a fast-paced organization. 
• Previous customer service/call center experience preferred; knowledge of the equipment finance industry is a plus.
• Adaptability – adapts to changes in the work environment positively. Exhibits flexibility and unbiased attitude is open to new ideas and deals effectively with high-pressure situations.
• Dependability – meets commitments, works independently, accepts accountability, stays focused under pressure, and meets attendance requirements.
• Initiative – strong problem-solving and negotiation skills, takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development, and seeks learning opportunities.
• Productivity – manages expected workload, takes on additional responsibilities as needed, manages priorities and deadlines, develops, and follows work procedures and policies, manages time effectively, and handles information flow.
• Quality – attentive to detail and accuracy, shows commitment to quality standards, makes continuous improvement, takes ownership in resolving quality problems/issues, recognizes and communicates quality problems/issues to management.
• Communication – speaks clearly and concisely in a positive, or negative, situation. Listens and gets clarification. Responds well to questions, ability to present numerical data effectively, and ability to read and interpret written information.
• Teamwork – contributes to team projects, exchanges ideas, and opinions help prevent and resolve conflict, works with other departments effectively, and develops positive working relationships.
• Knowledge of MS Office (Word, Excel, Outlook) and Adobe.
• Excellent customer service skills.

Essential Mental & Physical Requirements

• Ability to work under stress and meet deadlines.
• Ability to read and interpret a document if required to perform the essential job functions.
• Prolonged periods of sitting at a desk and working on a computer may be required.
• Ability to lift/move/carry approximately 15 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division any “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

KLC Financial, LLC is a wholly owned subsidiary of Gulf Coast Bank & Trust Company. 

Gulf Coast Bank & Trust Company and its subsidiaries is committed to a diverse and inclusive workforce. We are committed to equal employment opportunities without regard to race, color, genetic information, religion, sex, affectional or sexual orientation, gender identity or expression, age, marital status, military and veteran status, physical and mental disability, and any other characteristic protected by applicable law. We believe in attracting, retaining, and promoting quality talent and recognize that our diversity is critical to the success of the company.