Location: Remote (Peru)
Work Schedule: US Shift (EST)
Compensation: $11,000 - $12,000 per year
About COVU
COVU is a dynamic InsurTech company focused on creating seamless insurance experiences for customers. Our team is passionate about innovation, customer success, and providing exceptional service in the insurance industry.
Job Summary
As a Service Support Specialist at COVU, you will be responsible for responding to customer inquiries, assisting with policy servicing, and ensuring customer satisfaction through efficient case management. You will work with various internal teams, managing account billing, policy renewals, and responding to carrier notices. This role requires a strong sense of urgency, adaptability, and a proactive attitude toward meeting daily and monthly performance metrics.
Key Responsibilities
- Insurance Policy Servicing: Manage and update customer policy information, assist with policy renewals, handle carrier notices, and process standard US insurance documentation.
- Customer Inquiries: Answer general inquiries and respond to customer needs with accurate and timely information.
- Account Management, Billing & Escrow: Assist customers with account management, billing inquiries, non-premium bearing policy amendments, and coordinate directly with lenders and mortgage companies regarding escrow billing and mortgagee clause updates.
- Data Management: Update customer information and policy details in CRM/AMS platforms, ensuring accurate and timely documentation and adherence to strict ACORD form standards.
- Call Management: Handle 40-60 customer calls daily, providing quality support and maintaining a low call abandonment rate.
- Collaboration: Work with cross-functional teams to resolve customer issues and improve service delivery.
- Customer Satisfaction: Ensure a CSAT return rate of 90% with an average score of 4.7.
- Continuous Improvement: Be coachable and adaptable to changes in market conditions, processes, and service needs.
Qualifications
Skills & Abilities:
- Language Proficiency: Fluent in Spanish (Required). Advanced or native-level fluency in English is highly preferred to effectively communicate with US-based clients and carriers.
- Strong customer service skills with a focus on communication and problem-solving.
- Ability to handle high call volumes and manage multiple cases simultaneously.
- Proficient in industry-standard CRM/AMS platforms.
- Self-motivated with a sense of urgency and adaptability to changing market needs.
- Ability to work independently and be open to feedback and coaching.
Experience:
- Call center or customer service center experience preferred.
- US Insurance Experience: Proven experience working within the US Personal and/or Commercial Lines Insurance market.
- Mortgage & Escrow Experience: Familiarity with US real estate/mortgage processes, specifically handling escrow-billed policies, communicating with loan officers, and managing lender requirements.
- AMS Tool Proficiency: Experience in using multiple Agency Management Systems (AMS) such as Applied Epic, Vertafore AMS360, EZLynx, HawkSoft, NowCerts, Agency Matrix, QQ Catalyst, Applied TAM, or Nexsure.
- CRM Tool Proficiency: Experience utilizing modern Customer Relationship Management (CRM) tools such as HubSpot, Zendesk, Salesforce, Zoho CRM, or Microsoft Dynamics 365.
- Familiarity with billing, account management, and insurance policy servicing is a plus.
Technical Requirements:
- Reliable High-Speed Internet: You must have a primary internet connection with a minimum speed of 25 Mbps download and 10 Mbps upload (Fiber connection strongly preferred) to support seamless VoIP calls and CRM usage.
- Backup Connection: A dedicated backup internet connection (e.g., secondary line or pocket WiFi) is required to ensure business continuity during outages.
Please be strictly advised that the use of any real-time AI assistance, screen-reading software, or external aids during the application process is strictly prohibited. We employ active detection methods to ensure the integrity of our hiring process. Any violation of this policy will result in the immediate termination of the interview and permanent disqualification of your candidacy.
Compensation: $11,000 - $12,000 per year
