Licensed Customer Service Representative

Porch.com, Inc.; Washington; Hybrid; USD 54,000 - 76,000; Full time

Benefits offered by this job

Healthcare benefits

Life and disability insurance

401(k) plan

Job summary

Porch Group is seeking a Licensed Customer Service Representative for a remote US-based position. You will support customers and mortgage companies by providing policy documents, verifying coverage, processing payments, and answering product questions.

The role reports to the Customer Service Supervisor and emphasizes accuracy, confidentiality, and customer satisfaction. Required is a high school diploma or GED, 2+ years in Property & Casualty insurance, and a P&C license for the state of

Qualifications

• High school diploma or GED required.
• Property & Casualty insurance license required in resident state.
• 2+ years of property and casualty experience or training.

Responsibilities

• Answer incoming calls and respond to customer questions regarding policies and billing or forward calls as needed.
• Process payments and mortgage verifications within authority.
• Research inquiries and respond to appropriate parties promptly.
• Provide accurate information using standard tools and procedures.
• Maintain confidentiality and handle difficult customer situations professionally.

Skills

Communication

Listening

Detail-oriented

Problem solving

Team player

Self-motivated

Spanish language

Independent work

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: Licensed Customer Service Representative
Location: United States
Workplace Type: Remote

Job Summary 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

• 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

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
• 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
• 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.

What You Will Get

• Pay Range*: $54,000 - $75,600 Annually
• Our benefits package will provide you with comprehensive coverage for your health, life, and financial wellbeing.
• Our traditional healthcare benefits include three (3) Medical plan options, two (2) Dental plan options, and a Vision plan from which to choose.
• Critical Illness, Hospital Indemnity and Accident plans are offered on a voluntary basis.
• We offer pre-tax savings options including a partially employer funded Health Savings Account and employee Flexible Savings Accounts including healthcare, dependent care, and transportation savings options.
• We provide company paid Basic Life and AD&D, Short and Long-Term Disability benefits.
• We also offer Voluntary Life and AD&D plans.
• Both traditional and Roth 401(k) plans are available with a discretionary employer match.
• Headspace is part of our employer paid wellbeing program and provides employees and their families access to on demand guided meditation and mindfulness exercises, mental health coaching, clinical care and online access to confidential resources including will preparation.
• Brio Health is another employer paid wellbeing tool that offers quarterly wellness challenges and prizes.
• LifeBalance is a free resource to employees and their families for year-round discounts on things like gym memberships, travel, appliances, movies, pet insurance and more.
• Our wellness programs include flexible paid vacation, company-paid holidays of typically nine per year, paid sick time, paid parental leave, identity theft program, travel assistance, and fitness and other discounts programs.

• No Jerks / No Egos
• Be Ambitious
• Solve Each Problem
• Care Deeply
• Together We Win

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.

Porch Group is an E-Verify employer. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.

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: 1) Providing the best services for homebuyers 2) Being led by advantaged underwriting in insurance 3) Protecting your whole home.

Today, we are a truly global team hiring for positions (many fully remote) across the United States, Mexico, and India.

#LI-AL1 #LI-Remote