Licensed Customer Service Representative

Porch Group is a leading vertical software and insurance platform that focuses on helping homebuyers with their insurance needs. The Licensed Customer Service Representative will be responsible for answering customer inquiries, processing calls, and ensuring high levels of customer satisfaction in the insurance brokerage space.

Responsibilities:

• 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

Requirements:

• One or more active license in Property & Casualty
• 2+ years of customer service in a call center environment
• 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
• 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, preferably with an insurance agency or direct carrier
• Regular, predictable attendance
• Ability to adapt to change
• A positive attitude and takes pride from doing great work
• Self-motivated with a desire to succeed
• Experience with homeowners' insurance preferred
• Bilingual in Spanish preferred