Customer Service Representative, HOA

Porch.com, Inc.; Colombia; Remote; COP 35,712,000 - 37,944,000; Full time

Benefits offered by this job

Remote work

Competitive salary

Job summary

Porch Group is hiring a Customer Service Representative to support customers and mortgage companies remotely. You will provide policy documents, verify coverage, process payments, and answer questions to ensure high customer satisfaction.

This role reports to the Customer Service Supervisor. Responsibilities include handling high call volumes, adhering to procedures, and collaborating with underwriters when needed.

Qualifications

• High school diploma or GED required.
• 2+ years of Property and Casualty insurance experience or training preferred.
• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Excellent written and spoken English.

Responsibilities

• Answer incoming calls and respond to basic customer questions or forward to appropriate personnel.
• Understand and comply with authority levels for payments and verifications.
• Research inquiries and respond to relevant parties promptly.
• Process calls to meet or exceed service levels.
• Document files accurately and within policy guidelines.
• Engage with team and customers on service issues.

Skills

Customer service

English proficiency

Independent work

Attention to detail

Problem solving

Team collaboration

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Job Title: Customer Service Representative

Location: Colombia

Workplace Type: Remote

This role is employed through RemoFirst, Porch Group's Employer of Record partner in Colombia. Your employment will be legally administered through RemoFirst, while your day-to-day work is led by Porch Group.

Job Summary

The future is bright for the Porch Group, and we'd love you to be a part of it as a 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

• 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 You Will 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


• Proficiency with Microsoft Suite (Outlook, Word, Excel and PowerPoint)


• Excellent written and communication skills in English language


• 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


• Insurance experience required, preferably with an insurance agency or direct carrier


• Experience with homeowners insurance 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


• Experience working with global and/or US based business teams

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

What You Will Get

Supporting Porch Group Monthly Salary: COP 3,200,000.00 to COP 3,400,000.00 #LI-GR1 #LI-Remote

Values

Our values guide us in everything we do, from individual everyday tasks to high-level strategic planning:

• No Jerks / No Egos


• Be Ambitious


• Solve Each Problem


• Care Deeply


• Together We Win

We are a leading vertical software and insurance platform and are positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. Porch differentiates and looks to win in the massive and growing homeowners insurance opportunity by:

• Providing the best services for homebuyers


• Being led by advantaged underwriting in insurance


• Protecting the whole home

At Porch Group, we're committed to an inclusive work culture where everyone is respected. We trust our team members with significant responsibilities, which creates true ownership opportunities and meaningful contributions. This culture of empowerment and accountability drives individual personal growth and our overall company's success!

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED. Today, we are a truly global team hiring for positions (many fully remote) across the United States, Mexico, and India.