Why work at PFI?

Proctor Financial Inc., (PFI) is a leading provider of lender-placed insurance for mortgage servicers, sub- servicers, credit unions and financial institutions. With 1,500 clients nationally, PFI’s headquarters and operational center in Troy, Michigan supports and services insurance products for its clients.

PFI has expanded its client base and number of employees by providing high quality workmanship and exceptional customer service.  If you have the motivation, dedication, and skill set to become part of our winning company, please submit your resume and cover letter with salary requirements to resume@pfic.com.

PFI offers 4-6 weeks paid training for most positions. PFI’s benefits package includes medical, dental, vision, life insurance, tuition reimbursement, 401K with a generous employer match and a supportive work-life balance. PFI recognizes and demonstrates its appreciation to all teammates through our incentive programs, quarterly quality of service luncheons, elite teammate of the month program, annual teammate appreciation Week and many more spirited company-wide events.

Proctor Financial provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to religion, race, color, national origin, age, sex, height, weight, sexual orientation, gender identity, marital status, or status as a protected veteran, among other things, or status as a qualified individual with disability or any other category protected under applicable federal and state laws.

Available Positions

Night Desktop Support Engineer- Level 3

REPORTS TO: IT Infrastructure Manager

DEPARTMENT: IT Infrastructure

POSITION SUMMARY:
The Desktop Support Engineer will be responsible to respond to phone calls and e-mail requests for IT services. Primary job functions include opening new IT work orders and proactively monitor progress of open IT work orders. Must be able to perform general tasks to aid in the ongoing support of a microcomputer environment, and assist with end user questions and problems with minimal direction and supervision.
This position will support Microsoft Office Suite products, proprietary applications and utilities and be responsible for installing software and peripherals, performing general maintenance tasks, along with basic hardware repairs/upgrades.
A main responsibility of this position is to ensure that nightly processing runs according to schedule without any interruptions to production hours.
This position is the primary contact for offsite operations in the event of a service interruption during non-core business hours.

 

MINIMUM REQUIREMENTS:

  • High school graduate
  • Computer experience

SKILLS AND ABILITIES:

    • Process incoming IT service requests
      • Receive Customer requests via phone and email assist with initial trouble shooting and information gathering if request needs escalation to specific teams.
      • Ability to work with mathematical concepts such as a probability and statistical inference
      • Record essential information and open new work orders and update as required. Follow-up with team members to ensure all work is updated.
      • Methodical, analytical and process oriented
      • Identify source and impact of problem, provide updates to department maintain updates for the user community through telephone updates, voicemail options or e-mail.
      • Provide customers with appropriate Service Level Agreement (SLA) and IT problem report number.
      • Forward new work orders to appropriate IT departments for servicing.
      • Strong interpersonal, verbal and written communication skills
      • Gather and understand all information for changes and provide synopsis of change to manager sending notification.
    • Provide basic computer technical support to end users
      • Independently analyze and solve client PC problems (hardware, software, network access)
      • Responsible for creating and maintaining current desktop software image and inventory for the IT department.
      • Monitor progress of open IT work orders.
      • Run and analyze work order status reports and queries
      • Proactively work to identify work orders in jeopardy of violating SLA
      • Have the ability to troubleshoot hardware related problems
      • Memory Upgrades
      • Hard drive replacement and re-imaging of hard drives
      • Video card replacement
    • Maintain customer relations
      • Update customer with pertinent work order status changes.
      • Insure all customers’ concerns are addressed.
      • Positively impact IT customer relations by proactively working to identify and address sensitive issues.
      • Follow-up with IT teams servicing problems and communicate problem and resolution to user as well as department (s) associated with the problem.
    • Support Software applications
      • Microsoft Office
      • Various Communications products (VPN etc.)
      • Proprietary Applications
      • Have the ability to research problems through reading documentation
    • Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests.
      • Analyze work order repository for patterns
      • Train IT staff members on Call tracking
    • Facilitate status reports and customer communications

Monitoring and Troubleshooting

  • Confers with LAN/WAN Operations and applications programming personnel in the event errors require a change of instructions or a sequence of operations.
  • Perform maintenance duties as tasked by the Infrastructure staff.
  • Must remain on premise for duration of shift.
  • Maintains tape backup logs and manages tape media as necessary.
  • Monitor daily file transfers from numerous vendors.
  • Performs numerous daily visual checks on all systems located in data center.
  • On processing issues, makes determination of severity of program errors and contacts necessary Infrastructure and/or CTech.

 

HUMAN RELATIONS AND PERSONAL SKILLS

  • Effective communication skills.
    • Articulate, business-like and friendly demeanor
    • Strong written skills for documentation and reporting
    • Strong verbal skills to explain both technical and lay issues to peers and user community
    • Good listening skills
    • Ability to defuse situations
    • Flexible and efficient
    • Ability to handle multiple tasks.
    • Adaptable to changing environment and workload.
  • Motivation, Organization and Professionalism
    • Self motivated and able to work with minimal supervision
    • Perceived as approachable
    • Work well under pressure/deadlines
    • Strong dedication to professionalism
    • Strong organizational skills

PHYSICAL CHARACTERISTICS

  • Must possess professional appearance and demeanor at all times

PHYSICAL REQUIREMENTS

  • Speaking
  • Sight
  • Hearing
  • Smell
  • Touch
  • Lifting (> 25 lbs.)
  • Manipulate large bulky objects
  • Manipulate small objects
  • Hand finger dexterity
  • Reaching
  • Kneeling
  • Stooping
  • Bending

Apply Now

Day Desktop Support Engineer- Level 3

REPORTS TO: IT Infrastructure Manager

DEPARTMENT: IT Infrastructure

POSITION SUMMARY:
The Desktop Support Engineer will be responsible to respond to phone calls and e-mail requests for IT services. Primary job functions include opening new IT work orders and proactively monitor progress of open IT work orders. Must be able to perform general tasks to aid in the ongoing support of a microcomputer environment, and assist with end user questions and problems with minimal direction and supervision.
This position will support Microsoft Office Suite products, proprietary applications and utilities and be responsible for installing software and peripherals, performing general maintenance tasks, along with basic hardware repairs/upgrades.
A main responsibility of this position is to ensure that nightly processing runs according to schedule without any interruptions to production hours.
This position is the primary contact for offsite operations in the event of a service interruption during non-core business hours.

 

MINIMUM REQUIREMENTS:

  • High school graduate
  • Computer experience

SKILLS AND ABILITIES:

    • Process incoming IT service requests
      • Receive Customer requests via phone and email assist with initial trouble shooting and information gathering if request needs escalation to specific teams.
      • Ability to work with mathematical concepts such as a probability and statistical inference
      • Record essential information and open new work orders and update as required. Follow-up with team members to ensure all work is updated.
      • Methodical, analytical and process oriented
      • Identify source and impact of problem, provide updates to department maintain updates for the user community through telephone updates, voicemail options or e-mail.
      • Provide customers with appropriate Service Level Agreement (SLA) and IT problem report number.
      • Forward new work orders to appropriate IT departments for servicing.
      • Strong interpersonal, verbal and written communication skills
      • Gather and understand all information for changes and provide synopsis of change to manager sending notification.
    • Provide basic computer technical support to end users
      • Independently analyze and solve client PC problems (hardware, software, network access)
      • Responsible for creating and maintaining current desktop software image and inventory for the IT department.
      • Monitor progress of open IT work orders.
      • Run and analyze work order status reports and queries
      • Proactively work to identify work orders in jeopardy of violating SLA
      • Have the ability to troubleshoot hardware related problems
      • Memory Upgrades
      • Hard drive replacement and re-imaging of hard drives
      • Video card replacement
    • Maintain customer relations
      • Update customer with pertinent work order status changes.
      • Insure all customers’ concerns are addressed.
      • Positively impact IT customer relations by proactively working to identify and address sensitive issues.
      • Follow-up with IT teams servicing problems and communicate problem and resolution to user as well as department (s) associated with the problem.
    • Support Software applications
      • Microsoft Office
      • Various Communications products (VPN etc.)
      • Proprietary Applications
      • Have the ability to research problems through reading documentation
    • Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests.
      • Analyze work order repository for patterns
      • Train IT staff members on Call tracking
    • Facilitate status reports and customer communications

Monitoring and Troubleshooting

  • Confers with LAN/WAN Operations and applications programming personnel in the event errors require a change of instructions or a sequence of operations.
  • Perform maintenance duties as tasked by the Infrastructure staff.
  • Must remain on premise for duration of shift.
  • Maintains tape backup logs and manages tape media as necessary.
  • Monitor daily file transfers from numerous vendors.
  • Performs numerous daily visual checks on all systems located in data center.
  • On processing issues, makes determination of severity of program errors and contacts necessary Infrastructure and/or CTech.

 

HUMAN RELATIONS AND PERSONAL SKILLS

  • Effective communication skills.
    • Articulate, business-like and friendly demeanor
    • Strong written skills for documentation and reporting
    • Strong verbal skills to explain both technical and lay issues to peers and user community
    • Good listening skills
    • Ability to defuse situations
    • Flexible and efficient
    • Ability to handle multiple tasks.
    • Adaptable to changing environment and workload.
  • Motivation, Organization and Professionalism
    • Self motivated and able to work with minimal supervision
    • Perceived as approachable
    • Work well under pressure/deadlines
    • Strong dedication to professionalism
    • Strong organizational skills

PHYSICAL CHARACTERISTICS

  • Must possess professional appearance and demeanor at all times

PHYSICAL REQUIREMENTS

  • Speaking
  • Sight
  • Hearing
  • Smell
  • Touch
  • Lifting (> 25 lbs.)
  • Manipulate large bulky objects
  • Manipulate small objects
  • Hand finger dexterity
  • Reaching
  • Kneeling
  • Stooping
  • Bending

Apply Now

Internal Control Auditor/Analyst

REPORTS TO: SVP, Lender Solutions

DEPARTMENT: Quality Control

POSITION SUMMARY:
Internal Auditor plans audits by understanding organization objectives, structure, policies, processes, internal controls, and external regulations. Responsible for identifying risk areas, preparing audit scope and objectives; preparing a comprehensive audit program. Assesses compliance with regulations and controls by executing audit program steps; testing general processes; examining and analyzing records, reports, operating practices, and documentation. Maintains internal control systems by updating audit programs and questionnaires; recommending new policies and procedures. Complies with federal, state, and local security legal requirements by studying existing and new security legislation; enforcing adherence to requirements. Improves protection by recommending changes in management monitoring, assessment, and motivational practices, in the internal control structure, and in operating processes; identifying root causes. Protects organization’s reputation by keeping information confidential.

 

MINIMUM REQUIREMENTS:

  • Bachelor’s Degree in Finance or Accounting Preferred
  • 2-5 years of financial auditing or similar experience
  • Proficient in Microsoft office (Excel and Word)
  • Insurance experience is a plus but not required
  • Some travel required, minimal

 

SKILLS AND ABILITIES:

  • Ability to analyze data and prepare reports, statements and projections
  • Ability to work with mathematical concepts such as a probability and statistical inference
  • Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
  • Methodical, analytical and process oriented
  • Research and analysis skills
  • Responsible for personal ongoing development
  • Employment law and regulations knowledge (helpful)
  • Strong interpersonal, verbal and written communication skills
  • Proficiency with office computer equipment and software
  • Candidate must be self-directed and highly motivated

PHYSICAL REQUIREMENTS:

  • Hand finger dexterity
  • Talking
  • Hearing
  • Repetitive motion
  • Sedentary work
  • Sight
  • Worker not substantially exposed to adverse environmental condtions

Apply Now

Claims Examiner

REPORTS TO: Claims Manager

DEPARTMENT: Claims

POSITION SUMMARY:

  • Review documents, estimates, policy forms, and determine if and how coverage applies to submitted claims;
  • Authorize payment within scope of authority, effectively resolving claims in a cost-effective manner and ensuring timely issuance of disbursements;
  • Write coverage letters detailing coverage positions;
  • Must be able to interact professionally with internal and external customers and departmental staff.
  • Required to obtain adjusters licensing in possibly all 50 states.

 

MINIMUM REQUIREMENTS:

  • 3 years property claims experience required;
  • College coursework preferred;
  • Working knowledge of Microsoft Word, Excel, and Outlook;
  • Estimating software experience;
  • Good customer service skills;
  • High personal work ethic and attention to detail;
  • Excellent written & verbal communication skills are desired;
  • Ability to maintain an acceptable volume of work production, excel in a team environment and interact with employees to maximize departmental standards.
  • Must be able to obtain adjusting licenses in all U.S. States and their territories that require one to be completed within one year from date of hire.

 

SKILLS AND ABILITIES:

  • Review documents, estimates, policy forms, and determine if and how coverage applies to submitted claims;
  • Authorize payment within scope of authority, effectively resolving claims in a cost-effective manner and ensuring timely issuance of disbursements;
  • Write coverage letters detailing coverage positions;
  • Interact professionally with internal and external customers and departmental staff

 

PHYSICAL REQUIREMENTS:

  • Hand finger dexterity
  • Talking
  • Hearing
  • Repetitive motion
  • Sedentary work
  • Sight
  • Worker not substantially exposed to adverse environmental conditions

 

Apply Now

Policy Procurement Associate (Customer Service)

REPORTS TO: Manager of Servicing Solutions

DEPARTMENT: Servicing Solutions

POSITION SUMMARY:

Responsible for handling outbound phone calls pertaining to property insurance. The associate will also be responsible for outbound contacts such as letters, e-mails, and faxes to insurance agencies, carriers, and borrowers. The associate must be able to multi-task between various systems to research and document the phone calls. Problem solving and problem resolutions skills are required as well as the ability to handle all calls in a professional manner. The associate must be able to work in a production environment and must be familiar with various insurance documents. Will be responsible for other duties as assigned.

MINIMUM REQUIREMENTS:

  • High School Diploma; Some College work preferred
  • Strong organizational and analytical skills
  • Computer knowledge – Windows based environment
  • Previous property insurance and or mortgage servicing experience a plus
  • Attention to detail
  • Ability to prioritize workflow and work in a fast paced environment
  • Customer service oriented -Works well in a team environment
  • Excellent written and verbal communication skills

 

Apply Now

Call Center Associate

REPORTS TO: Call Center Manager

DEPARTMENT: Lender Solutions

POSITION SUMMARY:

Responsible for handling inbound phone calls pertaining to property insurance questions. The CSR may receive questions from borrowers, insurance agents, and financial institutions. In addition to answering questions and assisting clients, the CSR must be able to multi-task between various systems to research and document the phone calls. The CSR has to respond quickly and accurately ensuring that both our internal and external standards are being met on a consistent basis. Problem solving and problem resolutions skills are required as well as the ability to handle all calls in a professional manner. Outbound calls are also often necessary.

MINIMUM REQUIREMENTS:

  • College Degree preferred or equivalent work experience
  • Strong organizational experience -Previous call center experience required
  • Customer service orientated -Proficient in Windows based environment -Works well in a team environment
  • Strong analytical skills -Attention to detail
  • Excellent verbal and written communication skills
  • Previous property insurance and or mortgage servicing experience a plus

 

RESPONSIBILITIES:

  • Support all incoming telephone calls for clients
  • Respond to questions and requests from clients/customers/agents quickly and accurately
  • Have solid verbal and written communication skills
  • Excellent organization skills with the ability to work as a team and independently
  • Analytical skills
  • Ability to multi-task between various software programs, make outbound calls
  • Ensure both the internal and external standards are being met on a consistent basis
  • Problem solving and problem resolutions skills

 

Apply Now

Loss Draft Associate (Hazard Claims)

REPORTS TO: Loss Draft Manager

DEPARTMENT: Servicing Solutions

POSITION SUMMARY:

This position encompasses the understanding of all processes involving Mortgage Insurance Tracking and property claims. The specialist manages the loss claim from the point of reporting through completion of the repairs. Must have strong verbal and written communication skills to respond to questions and requests from clients, staff, borrowers, contractors, adjustors, and agents quickly and accurately. All activity pertaining to the claim must be documented and draws are issued for the repairs as needed. Processing must meet all compliance requirements. The specialist must demonstrate the ability to make decisions, problem analysis, and promptness to ensure the client’s needs are met on a timely basis.

MINIMUM REQUIREMENTS:

  • College degree preferred; or equivalent work experience
  • Computer knowledge required – Proficient in Windows based environment
  • Microsoft Office Skills
  • Strong analytical skills
  • Customer Service Skills
  • Strong communication skills both written/verbal
  • Insurance/Mortgage Servicing knowledge helpful -Property insurance claim experience preferred
  • Strong organizational skills
  • Attention to detail
  • Ability to prioritize workflow and work in a fast paced environment
  • Works well in a team environment

 

Apply Now

Insurance Processing Associate (Data Entry)

REPORTS TO: Data Entry Manager

DEPARTMENT: Lender Solutions

POSITION SUMMARY:

This is an entry level position. Processors will be responsible for updating insurance information according to client defined business rules. The representative should have a basic understanding of insurance documents and the lender placed process. It is important to be able to follow procedures that ensure information is updated accurately while meeting the defined quality and production metrics. Attendance and professionalism must be followed in accordance with the corporate standards set forth in the company handbook. The Data Entry personnel is responsible for ensuring that mail correspondence received at Proctor Financial Inc., is processed in accordance to the Service Level Agreement set forth by the client and in conjunction with the Business Rules. Each Data Entry Specialist needs to work with his/her team lead and with the Quality Assurance department to manage positive quality scores of 97% or better at all times. Additionally, the employee must possess a clear understanding of every mail process and how to process in necessary servicing platform while maintaining productivity standards. This position includes the ability to problem solve and sustain adequate workflow volume. Processes that will be completed include but are not limited to the following hazard insurance processes: cancellations, reinstatements, declarations, endorsements, and payments. The candidate may also have to make phone calls to agents and carriers to obtain insurance information.

MINIMUM REQUIREMENTS:

  • High School Diploma; some college work preferred
  • Property insurance and/or mortgage servicing experience a plus
  • Strong organizational and analytical skills
  • Computer knowledge – Windows based environment
  • Attention to detail
  • Ability to prioritize workflow and work in a fast paced environment
  • Customer service oriented
  • Works well in a team environment
  • Attendance and professionalism must be within guidelines

 

Apply Now

Quality Control Coordinator
REPORTS TO: Quality Control Team Lead/Supervisor
DEPARTMENT: Quality Control – Lender SolutionsPOSITION SUMMARY:
Responsible for performing quality reviews to assure that data entry staff is entering insurance information correctly. Key elements are reviewed from imaging and compared to the system information. Review calls for different departments for quality assurance. Discrepancies are compiled and documented in an Access database for training and trend analysis. Must have a clear understanding of all processes and various servicing platform’s business rules. Respond to error disputes in a timely manner. Back-up existing staff when needed. Bring any process improvements to leadership/management’s attention.MINIMUM REQUIREMENTS:

  • Some college or equivalent work experience
  • Previous Call Center or Data Entry experience helpful
  • QC, insurance or claims experience helpful

SKILLS AND ABILITIES:

  • Strong organizational skills
  • Strong analytical skills
  • Attention to detail
  • Excellent verbal and written communication skills
  • Mortgage servicing experience a plus
  • Ability to prioritize workflow and work in a fast paced environment
  • Customer service orientated
  • Proficient in Windows based environment – specifically Word, Excel, and Access
  • Works well in a team environment

PHYSICAL REQUIREMENTS

  • Hand finger dexterity
  • Talking
  • Hearing
  • Repetitive motion
  • Sedentary work
  • Sight
  • Worker not substantially exposed to adverse environmental conditions


Apply Now