Customer Service Representative
About the job
- High attention to detail.
- Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook.
- 10-key typing speed of at least 32 words per minute.
- Reading comprehension sufficient to understand company manuals step by step.
- Working knowledge of the Windows computer environment and Office software.
- Ability to understand policy forms and coverage descriptions.
- Organizational skills.
- Willingness to attend educational classes if desired.
- A safe home office or quiet workspace with high-speed, reliable internet connectivity.
- A cell phone.
- Answer inbound calls from customers and insurance agents, providing customer service across escrow and non-escrow insurance products.
- Make outbound calls to insurance agents to request required insurance information across products.
- Educate customers about why insurance documentation is required for their loan agreement and resolve inquiries promptly.
- Enter and validate received data to update loan records.
- Match insurance documents to loan records.
- Train on additional supplemental processes based on business needs.
- Follow the Daily Workflow Schedule and its job responsibilities and daily production goals.
- Participate in training sessions, team meetings, department meetings, and one-on-one meetings.
- Participate in or collaborate on assignments and special projects.
- Perform other responsibilities as directed.
- Maintain customer privacy and confidentiality in accordance with policies and procedures.
A path for every ambition.
At HUB, we believe the best work happens when people are given real space to grow and then given the autonomy to exercise it. We power progress and protect ambition: for the clients who count on us, and equally for the people who make that possible every day.
We’re creative thinkers and determined doers, guided by values that show up in how we work together: with empathy, adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do grows with them.
Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here.
Whether you’re starting out or leveling up, you’ll find the resources to evolve, the support to take on more and a team ready to back you at every stage.
Your ambition has a home here.
GENERAL DESCRIPTION (Summary, Scope, Purpose)
Are you passionate about delivering exceptional customer service and making meaningful connections every day? As a Customer Service Representative, under limited supervision, you'll be the voice of our Tracking Department, playing a vital role in helping customers and insurance agents navigate insurance requirements with confidence and clarity.
The Customer Service Representative will be responsible for answering incoming calls and making outbound calls to assist customers and agents while maintaining customer privacy and confidentiality in accordance with policies and procedures. The ideal candidate will educate the caller as to what documentation is required to satisfy the customer’s loan agreement and provide quality customer service with a timely resolution. Additionally, the Customer Service Representative will accurately complete loan transactions, as necessary. Successful candidates can work in a fast-paced environment while maintaining a high attention to detail to achieve individual and team production and quality results.
About HUB:
HUB Financial Services stands out as an industry leader in effectively managing lending risk associated with loan-level collateral for financial institutions. Whether you’re dealing with real estate owned, residential real estate, commercial real estate, auto, watercraft, RV, powersport, or equipment portfolios, our outsourced insurance tracking, blanket, and impairment programs are designed to address lending risk comprehensively.
Our commitment to tailoring solutions means we create a unique strategy for each client and portfolio.
Why Choose HUB?
Throughout our network of more than 500 HUB offices in North America, we offer a competitive, exciting and friendly work environment that strategically positions our employees for longevity and success. At HUB, we believe in investing in the future of our employees and providing continuous opportunities for growth and development. Our entrepreneurial culture fosters an environment that empowers our people to make the best decisions for our customers and organization, focusing on expanding the industry knowledge of our insurance professionals to better serve our valued clients. We are committed to providing you with competitive and flexible benefits options that are rooted in your current needs yet evolve as your needs change over time. Join us in taking the first step toward creating a future that combines a diverse, challenging work environment with financial security and career satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
What you'll do:
- Be the first point of contact, handling inbound and outbound calls with professionalism, empathy, and energy.
- Guide customers and agents through the insurance documentation process, ensuring they understand what’s needed to satisfy loan requirements.
- Proactively resolve issues, complete loan transactions, and educate callers on why certain documents are essential – turning confusion into clarity.
- Maintain strict confidentiality and protect customer privacy during every interaction.
- Deliver prompt, friendly, and high-quality support that reflects our commitment to excellence.
You’ll Thrive Here if:
- You love working in a fast-paced environment where attention to detail and teamwork drive success.
- You take pride in solving problems and helping people with a smile – even over the phone.
- You're a natural communicator who enjoys educating others and making processes easier to understand.
- You aim for high performance and bring a strong sense of ownership to your work every day.
- If you're looking for a role where your skills matter, your work is appreciated, and you can truly make a difference, this is the opportunity for you!
Key Responsibilities:
- Field inbound calls from customers and insurance agents while providing superior customer service across all escrow and non escrow insurance products. The average number of inbound calls received per representative is ~12 calls/day; however, the volume may vary depending on the workflow assigned and season.
- Conduct outbound calls to insurance agents to request the required insurance information across all products. The average number of outbound calls completed per representative is ~90 calls/day; however, the volume may vary depending on the workflow assigned and season.
- Educate customers on why insurance documentation is required for their loan agreement and resolve inquiries with a timely resolution.
- Key in and validate data received in order to update loan records.
- Match insurance documents to loan records.
- Train to additional supplemental processes based on business needs.
- Adhere to the Daily Workflow Schedule which outlines job responsibilities and daily production goals.
- Actively participate in all training sessions, team meetings, department meetings and One-on-one meetings.
- Participate and/or collaborate on assignments and special projects.
- Other responsibilities as directed.
The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
- High attention to detail is required
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook)
- Required- 10 key typing: Minimum 32 WPM
- Required- Reading Comprehension: Understanding company manuals step-by-step
- Required- a working knowledge of Windows computer environment & Office software
- Skills testing may be required prior to an interview
- Ability to understand policy forms and coverage descriptions
- Organizational skills required
- Willingness to attend educational classes if desired.
LICENSING OR CERTIFICATION REQUIREMENTS
- None required
BENEFITS
- HSA and PPO Medical plans available
- FSA available
- Dental plans
- Vision insurance through VSP
- Employer paid Short Term Disability
- Employer paid Life Insurance – 2x your salary
- 401k -Company matching
- 10 paid Holidays
- Floating Holidays and Personal days
- Accrue Vacation and Sick time from day 1
- Tuition Reimbursement
All full-time employees working 30+ hours a week are eligible for benefits. Benefits are effective the first of the month, following their first 30 days.
Tools provided from the Company:
- Laptop
- Monitor and Mouse
- Headset and webcam
All full-time employees working 30+ hours a week are eligible for benefits. Benefits are effective the first of the month, following their first 30 days.
PHYSICAL DEMANDS
Work Location:
In-office, with the opportunity to work from home 1 day a week after the new hire probationary period.
Schedule:
Monday-Friday: The position starts with a shift of 9:30am-6:00pm CT during the training period. Upon completing Flood and Escrow Outbound training, the schedule will permanently transition to 12:30pm-9:00pm CT. Please note that this later shift is a requirement of the role. A 30-minute lunch is included.
Working Conditions:
- Normal office environment with little exposure to dust, noise, and temperature.
- Extended viewing of multiple screens for seven or more hours a day.
- Extended periods of sitting.
You Will Need:
- A safe home office or quiet workspace with high speed and reliable internet connectivity.
- Cell phone
All duties and responsibilities outlined in this position are considered essential job functions, and reasonable accommodations will be made to enable individuals with disabilities to perform them. The requirements listed represent the minimum knowledge, skills, and abilities necessary to perform the job proficiently. This description is not exhaustive, and employees may be required to perform other job-related duties as assigned by their supervisor, subject to reasonable accommodation.
To perform this job successfully, the incumbent must meet the qualifications and perform each essential duty satisfactorily. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, or local law. If the position requires licensing or certification, the incumbent must maintain compliance with all continuing education and other requirements.
What we offer you
We invest in your growth. HUB offers structured training, licensing support and ongoing development opportunities designed to accelerate your career.
- Competitive pay with comprehensive health benefits, retirement savings matching and company-paid life and disability plans
- Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance
- A collaborative, high-performing culture with meaningful engagement, community impact through HUB Gives and genuine room to grow your career
The HUB difference
HUB International is one of North America’s largest insurance brokers, delivering risk management, insurance, employee benefits, retirement and wealth management solutions to businesses and individuals across the United States and Canada — through locally led teams backed by national expertise, giving you the agility of a local partner and the reach of a global organization.
Equal Employment Opportunity: HUB International Limited is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
Reasonable Accommodations: HUB International Limited is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. If you need a reasonable accommodation to access our career site, complete an application, or participate in any part of the hiring process, please contact the Recruiting Team at [email protected]. This contact information is for accommodation requests only and should not be used to inquire about the status of an application.
E-Verify: HUB International Limited participates in E-Verify. Please refer to Our Recruiting Process | Applicant Notices: E-Verify Program for additional information.
About the company
HUB International is a global insurance brokerage offering property and casualty, life and health, employee benefits, investment services, and risk management. It connects clients with insurance carriers and financial partners through a network of local offices, tailoring coverage and managing programs across various industries. Its decentralized model acquires and integrates many local brokerages, combining local expertise with global resources to provide personalized solutions and broad geographic reach. The company’s goal is to help clients protect people, property, and earnings by delivering integrated insurance, benefits, and risk-management solutions through a scalable growth-focused platform.
Company Size
10,001+
Company Stage
IPO
Headquarters
Chicago, Illinois
Founded
1998
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Simplify's Take
What believers are saying
- June 26, 2026 confidential IPO filing opened access to permanent capital.
- September 28, 2026 rebrand positions HUB for larger clients and AI search discovery.
- June 8, 2026 AI sales innovation hire and February 25, 2026 Claude rollout boost productivity.
What critics are saying
- August 11, 2026: Hub sued Justin Sorensen and Alliant over client poaching.
- June 18, 2025: Hub agreed to a $4.65 million data-breach settlement.
- A failed 2027 IPO or debt-heavy rollup would expose valuation and integration strain.
What makes HUB International unique
- 600 acquisitions built a 21,000-person platform across 700 North American offices.
- VIU by HUB serves embedded insurance across 200+ partners in Canada and the U.S.
- Marc Cohen's team now spans brokerage, retirement, wealth, benefits, and AI-enabled distribution.
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Benefits
- Health Insurance
- Disability Insurance
- Health Savings Account/Flexible Spending Account
- Wellness Program
- 401(k) Retirement Plan
- Life Insurance
- Dental Insurance
- Vision Insurance
- Training Programs
Growth & Insights and Company News
6 month growth
15%1 year growth
15%2 year growth
15%New York-based Solomon Agency Corp. has begun merger and acquisition procedures with HUB International, marking a major consolidation move in the eastern
Hub unit fails to overturn $6.6 million microcaptive tax penalty. * by Richard Sine A Hub International subsidiary has lost its bid to overturn a $6.6 million IRS fraud penalty tied to its use of a microcaptive insurance arrangement, after a federal judge rejected its claim that its right to a trial was unfairly burdened. The decision, in HDH Group, Inc. v. United States of America, was issued Monday by the U.S. District Court for the Western District of Pennsylvania. A microcaptive is a small, affiliated insurance company that a business sets up to insure risks it can't easily cover through the standard market. The arrangement can carry tax benefits, but the IRS has long treated many microcaptives as vehicles for disguised tax shelters. The IRS audited HDH's captive program in 2015 and, in 2023, assessed $6.6 million in penalties against the company for tax years 2013 through 2018 under a statute that punishes people who organize or sell interests in abusive tax shelters. HDH paid roughly $989,000, the minimum 15% required to challenge the penalty in court, and sued for a refund, arguing the assessment violated its Seventh Amendment right to a jury trial. Judge William S. Stickman IV had already rejected that argument once, last September, but agreed to revisit it after the U.S. Supreme Court ruled in a related case, FCC v. AT&T. In that case, handed down in June, the Court upheld an earlier decision on when agencies can impose fines without a jury. HDH also argued for the first time that requiring it to prepay 15% of the penalty before suing improperly burdened its right to a jury trial. Judge Stickman rejected both arguments again. He found the statute doesn't deny HDH a jury since it allows a full "de novo" trial in district court. "The IRS's fact findings have been rendered irrelevant by HDH's filing of this action, and they have no bearing on these proceedings," the judge wrote. On the prepayment question, the judge reasoned that 18th-century common law often required a defendant to post security before trial, making the 15% prepayment rule a reasonable modern analog. "The critical question," he wrote, "is whether a member of the generation that framed and ratified the Seventh Amendment would view the requirement that HDH pay fifteen percent of the amount the IRS claims it owes as effectively depriving HDH of its right to a jury trial. The answer to this question is no." The judge denied HDH's motions to dismiss the government's counterclaim and for summary judgment, setting the case on a course for a jury trial. September 29, 2026
Insurer and wealth manager HUB rebrands ahead of planned IPO. Hub's rebrand aims to elevate its $207 billion workplace and individual wealth division in the marketplace, as well as its insurance and employee benefits services. Alex Ortolani, Senior Reporter, Wealth Management September 28, 2026 Want a quick summary? Hub International, an insurance brokerage and financial services firm based in Chicago, announced its first brand refresh in 10 years on the heels of filing papers for an initial public offering in late June. Hub is an insurance aggregator that has built a workplace retirement and wealth division with about $208 billion in assets under management and advisement, including $38 billion in individual wealth, according to its most recent filings. The firm said the brand refresh was to reflect its size and scale after completing more than 600 acquisitions and adding services and capabilities. Hub is majority-owned by private equity firm Hellman & Friedman, which took a stake in 2013, with minority backing from firms including Leonard Green & Partners, Altas Partners and recent investors T. Rowe Price Investment Management, Alpha Wave Global and Singaporean state-owned investment firm Temasek. When the latter three took a minority stake in the firm in May, 2025, Hub pegged its value at $29 billion. Hub's rebrand includes the brand signature "For every ambition," paired with a redesigned look and the website HUBInternational.com. The work was led by Chief Marketing Officer Ellina Shinnick, and drew on interviews with clients, prospects, focus groups, employees, firm leadership, carriers and banking partners, newly acquired firms, and an "audit of the macro dynamics shaping the requirements" of clients, according to the announcement. "Clients expect more foresight, more technology and (artificial intelligence)-infused resources, and more specialized expertise than they did even five years ago," President and CEO Marc Cohen said in a statement. "In the complex, high-stakes work we do, they also want a broker who knows them, is never out of reach, stays with them all the way through a claim or crisis till they achieve their goals." Hub declined to comment on any connection between the rebrand and its Form S-1, or proposed IPO filing, with the Securities and Exchange Commission. "Hub expects to use the proceeds from the offering for general corporate purposes, which may include the repayment of indebtedness," the firm wrote in a release regarding the filing. A public offering by Hub would put it among a few other publicly listed insurance firms with wealth practices, including Arthur J. Gallagher & Co., Marsh & McLennan Companies, and Willis Towers Watson. Hub offers institutional and retirement services to organizations and private wealth management services to individuals and families, with securities offered through its own broker/dealer or partner broker/dealers, according to filings. On the insurance side, it offers property and casualty, reinsurance, life and health and employee benefits services. A Hub IPO would give investors a chance to consider a wealth management business with hundreds of billions in client assets, with no other large RIA, at least publicly, poised to go public. Currently, the public markets have access to investments in the wirehouses and broker/dealers such as Ameriprise, LPL Financial, Raymond James and Stifel Financial. Hub had been listed on the Toronto Stock Exchange and the New York Stock Exchange before being taken private by Apax Partners and Morgan Stanley in 2007. Since the firm's last brand refresh in 2016, it has grown to more than 21,000 employees across more than 700 offices, according to its website. Along with a new look, Hub said its new website will get "clients and prospects to the right specialist and expertise faster and is built on modern architecture designed for how clients, and increasingly AI-powered search tools, find and evaluate a broker." Senior Reporter, Wealth Management Alex Ortolani is a New York-based senior reporter with Wealth Management with a focus on deals, moves and trends in the registered investment advisor space. In addition to financial and business reporting, he has worked in media relations and corporate communications for tech firms and Fortune 500 companies.
Hub names Forchelli executive VP, Mills sales chief. * by Claire Wilkinson Hub International on Wednesday named Andrew Forchelli executive vice president and Carol Mills chief sales officer of the brokerage and appointed two executives to regional leadership roles, effective Jan. 1, 2027. Mr. Forchelli will continue as president of Hub California and will oversee Hub's personal lines and high net worth, retirement and private wealth, U.S. employee benefits and chief sales officer function in the expanded role. He will report to Hub President and CEO Marc Cohen. Mr. Forchelli has been a member of Hub's executive management team since Jan. 1. He joined Hub through its acquisition of GNW Evergreen 13 years ago. Ms. Mills will continue as CEO of Hub Coastal in Canada and will lead Hub's national sales strategy, overseeing its sales enablement and sales training teams in the expanded role. Ms. Mills joined Hub in 2008 and has held various leadership roles in employee benefits and sales. She will report to Mr. Forchelli. Billy Hobson was appointed president of Hub's Southern California region, while Tim Geddes was named president of Hub Coastal in Canada. Mr. Hobson joined the brokerage as chief sales officer of Hub Southern California last year. Before that, he was an executive vice president at Brown & Brown. He will report to Mr. Forchelli. Mr. Geddes joined Hub in 2002 and most recently was chief sales officer of Hub Coastal. He will report to Ms. Mills. The appointments are part of Hub's efforts to expand its regional and national operations, Hub said in a statement. Hub reported $4.75 billion in brokerage revenue in 2025, up 10.1% from the prior year. The brokerage in June confidentially filed for a proposed initial public offering. September 23, 2026
HUB International elevates Four leaders to drive next-generation growth and scalability. Sep 23, 2026, 08:01 ET HUB's new appointments stay true to its broker-led culture * Four leadership appointments across the U.S. and Canada, effective Jan. 1, 2027: * Andrew Forchelli elevated to Executive Vice President, enterprise-wide, overseeing key lines of business * Carol Mills named Chief Sales Officer, enterprise-wide * Billy Hobson appointed President, HUB Southern California * Tim Geddes named President, HUB Coastal, Canada * HUB honors broker-built legacy while accelerating its path to next-generation scale CHICAGO, Sept. 23, 2026 /PRNewswire/ - Hub International Holdings, Inc. (HUB), a leading global insurance brokerage and financial services firm, announced today a series of strategic leadership appointments across the United States and Canada, effective January 1, 2027. These changes strengthen HUB's regional and national capabilities, sharpen client focus and position the firm for continued scalability in support of its long-term growth strategy. The appointments include the elevation of Andrew Forchelli to Executive Vice President of HUB and Carol Mills as Chief Sales Officer of HUB, both enterprise-wide; and the appointments of Billy Hobson as President of HUB's Southern California region; and, in Canada, Tim Geddes as President of HUB Coastal. "These appointments reflect the next chapter in how HUB operates and grows," said Marc Cohen, President and CEO of HUB. "HUB is the gold standard middle market broker, and that standing was built through deliberate choices, nurturing our talent, honoring our culture and leading with people who are, at their core, brokers. The leaders being recognized today embody those values and have earned the trust we are placing in them. As we scale, we bring unique boundaryless resources and a broker-built mindset to every market we serve and these appointments reflect exactly that." Andrew Forchelli - Executive Vice President, HUB Andrew Forchelli has been elevated to Executive Vice President, assuming enterprise-wide responsibility while continuing to serve as President of HUB California. A member of HUB's Executive Management Team since January 2026, Forchelli joined HUB through the acquisition of GNW Evergreen 13 years ago, building his leadership platform across HUB's California operations before expanding his reach across the region. His deep industry knowledge and ability to inspire teams reflect the collaborative, innovation-driven leadership that defines HUB's culture. His commitment to building and sustaining a best-in-class producer culture has been a defining feature of his leadership and a direct driver of the client experience HUB delivers across its markets. In his expanded role, Forchelli will oversee HUB Personal Lines and High Net Worth, Retirement & Private Wealth, Employee Benefits (U.S.), and HUB's Chief Sales Officer function. He will report directly to Marc Cohen. Carol Mills - Chief Sales Officer, HUB Carol Mills has been appointed Chief Sales Officer (CSO) enterprise-wide while continuing to serve as CEO of HUB Coastal in Canada. In her new role, she will drive HUB's national sales strategy and oversee the Sales Enablement and Sales Training teams. Mills joined HUB in 2008 and has progressively held leadership roles across employee benefits, sales leadership, and most recently as President and CEO of HUB Coastal. Mills brings a ground-level understanding of HUB's sales culture and a proven record of organizational innovation. Under her leadership, HUB Coastal pioneered the cross-sell officer role, a model since institutionalized across the firm, and she has successfully expanded the region's sales and leadership bench. As CSO, she will report to Andrew Forchelli. Billy Hobson - President, HUB Southern California Billy Hobson has been appointed President of HUB's Southern California region. A 17-year brokerage veteran who began his career as a commercial lines trainee and producer, Hobson most recently spent more than a decade as a president at a national insurance brokerage before joining HUB as Chief Sales Officer of HUB Southern California in April 2025. During that time, he added top talent to the region, demonstrated a consistent ability to build high-performing teams and drive organic growth. He will report to Andrew Forchelli. Tim Geddes - President, HUB Coastal, Canada Tim Geddes has been named HUB Coastal President, stepping into a role and a business he knows exceptionally well. Geddes joined HUB in November 2002 and has built his career across producer, sales leadership and CSO roles. During his tenure as CSO of HUB Coastal, Geddes consistently expanded the sales organization and drove strong, sustained revenue performance across the region. He will report to Carol Mills. About HUB International Headquartered in Chicago, Illinois, Hub International Holdings, Inc. ("HUB") is a leading full-service global insurance broker and financial services firm providing risk management, insurance, employee benefits, retirement and wealth management products and services. With more than 21,000 employees in offices located throughout North America, Hub's vast network of specialists brings clarity to a changing world with tailored solutions and unrelenting advocacy, so clients are ready for tomorrow. For more information, visit Hub Media Center. SOURCE Hub International Limited