Customer Service Representative - Homeowners Insurance

About the role

Porch Group, a vertical software and insurance platform for homebuyers, is hiring a Customer Service Representative in Colombia, working remotely. The role is employed through RemoFirst, Porch Group's Employer of Record partner in Colombia, while day-to-day work is led by Porch Group. The 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 position reports directly to the Customer Service Supervisor.

Key responsibilities

• Answer incoming calls, answer basic customer questions and forward calls to the right people
• Process requests within the assigned authority level and document files correctly
• Research customer inquiries and respond to the appropriate parties in a timely way
• Recognize when to refer callers to underwriters and do so promptly
• Manage a large volume of inbound and outbound calls
• Follow communication procedures, guidelines and policies, and use the right tools to give accurate, complete information

Required profile

• High school diploma or GED
• 2+ years of property and casualty insurance experience and/or training, or an equivalent combination of education and experience
• Insurance experience required, preferably with an insurance agency or direct carrier; homeowners insurance experience preferred
• Ability to handle difficult or emotional customers, work independently in a fast-paced call center, and follow policies and procedures
• Regular, predictable attendance

Required skills

• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Excellent written and spoken English
• Product knowledge of property and casualty insurance
• Ability to gather and analyze information and learn company-specific software

What we offer

• Monthly salary of COP 3,200,000 to COP 3,400,000
• A quiet workspace and an internet connection of at least 30 Mbps download and 10 Mbps upload