Customer Service Representative, HOA

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

📋 Description

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

• Supply policy documentation and confirm coverage details.

• Process payments and address inquiries regarding products and services.

• Draft correspondence and meet customer requirements to ensure satisfaction.

• Handle incoming calls, respond to basic customer inquiries, or direct calls to the relevant personnel.

• Accept payments and complete mortgage verifications within designated authority.

• Investigate customer inquiries and reply to appropriate parties promptly.

• Manage calls to achieve or surpass service level targets.

• Process requests within authority limits and accurately document records.

• Collaborate with team members, management, and customers regarding service-related issues.

• Direct callers to underwriters when necessary.

• Handle a high volume of inbound and outbound calls.

• Provide precise, valid, and comprehensive information using suitable methods and tools.

• Adhere to communication protocols, guidelines, and policies.

• Report directly to the Customer Service Supervisor.

⛳️ Requirements

• High school diploma or general education degree (GED) is required.

• Minimum of 2 years of experience in Property and Casualty Insurance or equivalent education and experience.

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

• Exceptional written and verbal communication skills in English.

• Capability to work independently and efficiently in a dynamic, high-volume call center environment.

• Strong attention to detail and sound decision-making abilities.

• Demonstrated business acumen and analytical problem-solving skills.

• Knowledge of Property and Casualty Insurance products.

• Skillful in gathering and analyzing information.

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

• Committed to following policies and procedures.

• Maintain confidentiality at all times.

• Proven ability to handle challenging or emotionally charged customer situations effectively.

• Experience in the insurance field is essential, ideally with an insurance agency or direct carrier.

• Preference for experience in homeowners insurance.

• Regular and reliable attendance is expected.

• A proven collaborator and team player.

• Maintain a positive attitude and take pride in delivering high-quality work.

• Self-driven with a strong desire to achieve success.

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

• A quiet workspace is necessary.

• Must have an internet connection of at least 30 Mbps download and 10 Mbps upload speed.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional development and growth.

• Supportive work environment.