Customer Service Representative, HOA

Porch Group; United States; Remote; USD 11,000 - 12,000; Full time

Job summary

Porch Group is seeking a Customer Service Representative to support customers and mortgage companies from a remote Colombia-based position. Employment is handled through RemoFirst as the Employer of Record, with day-to-day guidance provided by Porch Group.

The role focuses on delivering policy documents, verifying coverage, processing payments, and answering product and service questions to ensure customer satisfaction. Reports to the Customer Service Supervisor.

Qualifications

• High school diploma or GED required.
• 2+ years of Property and Casualty Insurance experience and/or training; or equivalent.
• Proficiency with Microsoft Suite (Outlook, Word, Excel, PowerPoint).
• Excellent written and communication skills in English.

Responsibilities

• Answer incoming calls and respond to basic customer questions; forward calls as needed.
• Understand and comply with authority levels when taking payments and verifications.
• Research inquiries and respond to appropriate parties promptly.
• Process calls to meet or exceed service levels.
• Document files and process requests within authority.
• Coordinate with team members, management, and customers on issues.
• Refer callers to underwriters when appropriate and quickly.
• Manage a large volume of inbound/outbound calls.
• Provide accurate information using the right tools and methods.
• Follow policies and procedures and maintain confidentiality.

Skills

English proficiency

P&C insurance experience

Strong communication

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

1. providing the best services for homebuyers

2. led by advantaged underwriting in insurance

3. to protect the whole home.

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

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.

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 As A Customer Service Representative

• 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 As A Customer Service Representative

• 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