Customer Service Representative, HOA

The future is bright for the Porch Group, and we’d love for you to be a part of it, as our Homeowners of America | Customer Service Representative

THE POSITION  

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 DO  

• Answer incoming calls and respond to basic customer questions 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 

WHAT TO EXPECT: 

• Quick recruitment process through video calls. 

• Pay rate: MXN 130.00 an hour 

• Training: paid initial training, as well as ongoing training to help you develop in your role and career. 

• Career path: this is only the beginning! We offer real opportunities for career growth as our team keeps on growing! 

• Support: You’re working from home, but not alone! Your team is available in real-time to help you be successful! 

• Work/Life Balance: This is a 100% remote job, which means no more time wasted in traffic! Spend more time at home, where your family needs you! 

WHAT YOU BRING: 

• 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 required, preferably with an insurance agency or direct carrier 

• 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 

• 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.

• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload. 

• Equipment: a laptop (or a desktop computer) and an internet connection that meet our minimum requirements. 

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