Bilingual Licensed Customer Service Agent

This is a fully remote position, open to applicants in Alabama, +30 more states.

📋 Description

• Act as the primary point of contact for homeowners seeking assistance.

• Manage a high volume of incoming and outgoing communications via phone, chat, and email.

• Offer guidance on policies, payment procedures, cancellations, and coverage queries.

• Create, update, and process homeowners insurance policies, endorsements, payments, and refunds.

• Inform policyholders about coverage specifics, policy modifications, and subsequent steps.

• Collaborate with customers’ financial institutions and lenders to acquire necessary documentation and ensure policy adherence.

• Utilize various internal systems and tools to address inquiries efficiently.

• Recognize opportunities for process enhancements and provide feedback to elevate customer satisfaction and team efficiency.

• Complete the essential paid 10-week training program and apply the knowledge to real customer scenarios.

⛳️ Requirements

• A valid Property & Casualty (P&C) or Personal Lines insurance license is mandatory.

• Proficiency in Spanish is required.

• At least 6 months of customer service experience in P&C, particularly in home insurance.

• Experience in a high-volume call center or customer support setting managing inbound calls.

• Direct experience in servicing homeowners insurance policies.

• Capability to clearly explain policy coverage, billing, and underwriting requirements.

• Comfortable navigating multiple systems and tools concurrently, including Google Workspace and similar applications.

• Ability to thrive in a fast-paced, dynamic environment with minimal structure.

• Strong active listening capabilities and the ability to communicate with empathy and professionalism.

• Availability Monday to Friday for assigned shifts, including 8:00 AM to 5:00 PM CST.

• Required to work a rotating Saturday shift every 4 to 6 weeks.

• Must be able to live and work full-time in one of the designated eligible U.S. states.

• Authorized to work for any employer in the United States.

🏝️ Benefits

• $1,000 retention bonus payable after 6 months.

• Paid 10-week training program.

• Opportunities for bonuses and incentives.

• Participation in the Terry Berry Perks Program.

• Equity in the company through Restricted Stock Units (RSUs).

• 401(k) plan with company matching up to 4% of eligible earnings.

• Comprehensive medical, dental, and vision coverage.

• Company-funded contributions to Health Savings Accounts (HSAs).

• Company-paid life insurance and short-term disability coverage.

• Bonuses for employee referrals.

• Additional insurance options for long-term disability, critical illness, accidents, legal matters, and pets.

• Access to mental health support and confidential counseling services.

• Accrued 11 days of paid time off (PTO) and 7 days of paid sick leave annually.

• 8 paid company holidays each year.

• Option to accrue additional PTO on an annual basis.

• Paid parental leave, including up to 14 weeks at full pay for birthing parents and 8 weeks at full pay for non-birthing parents.

• Opportunities for career advancement and internal growth.

• Budget for professional development including certifications, conferences, and learning, subject to management approval.

• A remote-first work arrangement.