Customer Service Representative – HOA

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Deliver exceptional customer support to existing clients and their mortgage providers

• Supply policy documents, verify coverage details, accept payments, and respond to inquiries regarding products and services

• Draft correspondence and address customer requirements to ensure complete satisfaction

• Handle incoming calls and provide answers to basic customer inquiries or redirect calls to the appropriate team members

• Process payments and conduct mortgage verifications within the designated authority level

• Investigate customer questions and provide timely responses to relevant parties

• Manage calls to achieve or surpass established service levels

• Execute requests within authority parameters and accurately document records

• Collaborate with team members, management, and clients on customer service matters

• Direct callers to underwriters when necessary

• Handle high volumes of incoming and outgoing calls

• Provide precise, valid, and comprehensive information utilizing appropriate methods and tools

• Adhere to communication protocols, guidelines, and policies

• Report directly to the Customer Service Supervisor

⛳️ Requirements

• High school diploma or equivalent general education degree (GED)

• 2+ years of experience and/or training in Property and Casualty Insurance; or an equivalent combination of education and experience

• Proficiency in Microsoft Suite (Outlook, Word, Excel, and PowerPoint)

• Excellent written and verbal communication skills in English

• Capacity to work independently and efficiently in a fast-paced, high-volume call center

• Strong attention to detail and effective decision-making capabilities

• Proven analytical and problem-solving skills in a business context

• Knowledge of Property and Casualty Insurance products

• Skillful in gathering and analyzing information

• Ability to learn and accurately process information using company-specific software

• Capability to adhere to policies and procedures

• Ability to maintain confidentiality

• Demonstrated proficiency in managing challenging or emotional customer interactions

• Required insurance experience, preferably with an insurance agency or direct carrier

• Experience with homeowners insurance is preferred

• Consistent and predictable attendance

• Proven team player

• Positive attitude and takes pride in delivering quality work

• Self-motivated with a strong desire to achieve success

• Experience collaborating with global and/or US-based business teams

• A quiet workspace

• Internet connection of at least 30 Mbps download and 10 Mbps upload

🏝️ Benefits

• Competitive salary and performance-based incentives

• Comprehensive health, dental, and vision insurance

• Opportunities for professional development and career advancement

• Flexible work arrangements

• Supportive and inclusive company culture