[Hiring] Licensed Customer Service Representative @Porch Group

Role Description

The future is bright for the Porch Group, and we’d love for you to be a part of it as our Licensed Customer Service Representative. The Customer Service Representative provides customer care to established customers and their mortgage companies by providing policy documents, verifying coverage, accepting payments, and answering product and service questions. The Customer Service Representative prepares correspondence and fulfills customer needs to ensure customer satisfaction. This position will report directly to the Customer Service Supervisor.

What You Will Do As A Licensed Customer Service Representative

• Answer incoming calls and respond to customer questions regarding policies and billing and/or forward call to appropriate personnel as needed
• Understand and comply with the assigned level of authority taking payments and mortgage verifications
• Research customer inquiries and respond to appropriate parties in a timely manner
• Process calls in a manner that ensures service levels are met or exceeded
• Process requests within authority level and properly document files
• Interface with team members, management, and customers in reference to customer service issues
• Recognize when to refer callers to underwriters and ability to do so in a timely manner
• Manage large volume of inbound and outbound calls
• Provide accurate, valid and complete information by using the right methods/tools
• Follow communication procedures, guidelines and policies

Qualifications

• High school diploma or general education degree (GED)
• 2+ years of Property and Casualty Insurance experience and/or training; or equivalent combination of education and experience
• Insurance experience a plus, preferably with an insurance agency or direct carrier
• This role requires a Property & Casualty Personal Lines Producer insurance license in their state of residency
• Proficiency with Microsoft Suite (Outlook, Word, Excel and PowerPoint)
• Excellent listening and verbal/written communication skills
• Ability to work independently and effectively in a fast paced, high volume call center
• Strong attention to detail and good decision-making skills
• Proven business and analytical problem-solving skills
• Product knowledge of Property and Casualty Insurance
• Gather and analyze information skillfully
• Ability to learn and properly process information with Company specific software
• Ability to follow policies and procedures
• Ability to maintain confidentiality
• Demonstrated ability to effectively manage difficult or emotional customer situations
• Experience with homeowners' insurance preferred
• Bilingual in Spanish preferred
• Regular, predictable attendance
• A proven team player
• A positive attitude and takes pride from doing great work
• Self-motivated with a desire to succeed

Requirements

• At this time, Porch Group does not consider applicants from the following states for remote positions: Alaska, Arkansas, Delaware, Hawaii, Iowa, Maine, Mississippi, Montana, New Hampshire, and West Virginia

Benefits

• Pay Range*: $54,000 - $75,600 Annually
• Comprehensive coverage for your health, life, and financial wellbeing
• Three (3) Medical plan options, two (2) Dental plan options, and a Vision plan
• Voluntary Critical Illness, Hospital Indemnity and Accident plans
• Partially employer funded Health Savings Account and employee Flexible Savings Accounts
• Company paid Basic Life and AD&D, Short and Long-Term Disability benefits
• Voluntary Life and AD&D plans
• Both traditional and Roth 401(k) plans with a discretionary employer match
• Headspace for guided meditation and mindfulness exercises
• Brio Health for quarterly wellness challenges and prizes
• LifeBalance for year-round discounts on various services
• Flexible paid vacation, company-paid holidays, paid sick time, paid parental leave
• Identity theft program, travel assistance, and fitness discounts