Iowa Bankers Insurance & Services, Inc. is seeking a Mortgage Customer Service Representative specializing in insurance to support community banks and their mortgage customers. In this role, you will handle inbound calls and inquiries related to mortgage insurance, escrow, policy changes, and coverage questions. You will review documents for accuracy, process updates, and coordinate with carriers, lenders, and internal teams to resolve issues promptly. Success in this position requires strong customer communication, attention to detail, regulatory awareness, and the ability to navigate financial and insurance systems while maintaining a service-oriented, compliance-focused approach. Responsibilities Handle inbound calls and inquiries from community banks and mortgage customers regarding insurance and escrow. Process mortgage insurance changes, cancellations, and endorsements accurately and on time. Review policy documents and escrow records for completeness and accuracy. Coordinate with insurance carriers, lenders, and internal teams to resolve coverage or billing issues. Educate clients and bank staff on mortgage insurance requirements and options. Document all interactions in CRM and servicing systems following company standards. Ensure work complies with applicable regulations, bank guidelines, and internal policies. Identify recurring issues and suggest process improvements to enhance service quality. Support special projects or initiatives related to mortgage and insurance services. Maintain a professional, service-oriented approach aligned with IBIS's community-focused culture. Required Skills Customer service Call handling Mortgage servicing knowledge Insurance products knowledge Escrow administration Data entry CRM systems Regulatory compliance awareness Written and verbal communication Problem solving