• Provides support to the Financial Institutions by working escalated or time sensitive issues in a professional and timely manner • Assists Financial Institutions with questions regarding reports and Focus Net • Handles Support Line to provide training in data entry, CoTrak or other Service Center procedures to include assisting with procedures inquiries and problem resolution • Performs time-sensitive account maintenance before and after account processing cycles • Resolves inbound and makes outbound service calls regarding routine collateral protection insurance coverage questions, inquiries and/or problems on the status of insurance on loans made by financial institutions by researching, verifying, updating loan insurance information and documenting the affected account’s history file • Services complex calls, questions or problems from the Customer Service Staff to include refers, when necessary, unique, highly complex calls to appropriate resources to ensure customer satisfaction • Creates internal management reports; and assists in special projects as needed