Licensed Customer Service Representative

Porch Group is a vertical software and insurance platform focused on helping homebuyers move, maintain, and protect their homes. The Licensed Customer Service Representative provides customer care to established customers and mortgage companies by handling policy documents, verifying coverage, accepting payments, answering questions, and resolving service issues.

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:

• 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
• 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
• Regular, predictable attendance
• A proven team player
• A positive attitude and takes pride from doing great work
• Self-motivated with a desire to succeed
• Insurance experience a plus, preferably with an insurance agency or direct carrier
• Experience with homeowners' insurance preferred
• Bilingual in Spanish preferred