Licensed Customer Service Agent

Kin Insurance, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Licensed Customer Service Agent at Kin Insurance, you will be the primary point of contact for homeowners seeking support and guidance, acting as the trusted voice of our brand across 13 states. This role is pivotal in ensuring our policyholders receive fast, accurate, and empathetic assistance, particularly when they have questions about their policies, payments, or coverage details. You will operate in a high-volume environment, managing inbound and outbound customer interactions primarily over the phone, supplemented by chat and email support. Your expertise and dedication will directly contribute to customer satisfaction, retention, and the overall trust in the Kin brand.
• You will be responsible for creating, updating, and processing homeowners insurance policies, endorsements, payments, and refunds with a high degree of accuracy and urgency. This involves meticulous attention to detail to ensure all policyholder information and transactions are handled correctly, reflecting Kin's commitment to fairness and efficiency.
• A key aspect of your role will be to educate policyholders on the intricacies of their coverage, explain policy changes, and outline the next steps they need to take. This empowers them to make informed decisions about their homes and their insurance, fostering a sense of confidence and security.
• You will collaborate with customers' banks and lenders to secure necessary documentation and ensure ongoing policy compliance. This requires strong communication and organizational skills to manage external relationships effectively.
• Navigating multiple internal systems and tools simultaneously will be a daily requirement. You'll need to become proficient in our technology stack to resolve customer inquiries efficiently and accurately, demonstrating your adaptability and technical aptitude.
• We encourage you to identify opportunities for process improvements and share your valuable feedback. Your insights will be crucial in enhancing the overall customer experience and increasing team effectiveness, contributing to Kin's continuous growth and innovation.
• A significant part of your onboarding will involve successfully completing a mandatory, paid 10-week training program. This comprehensive training will equip you with the knowledge and skills necessary to excel in your role, and you will be expected to apply these learnings to live customer scenarios immediately upon completion.
• You will be instrumental in maintaining Kin's reputation as a leader in customer service, building upon accolades such as being named one of America’s Best Customer Service Providers for 2026 by USA TODAY. Your interactions will shape the customer's perception of Kin, reinforcing our mission to make homeowners insurance simpler, more affordable, and better.
• This role demands a proactive approach, excellent problem-solving skills, and the ability to remain calm and professional under pressure. You will be a key player in a fast-paced, evolving environment, contributing to Kin's rapid growth, strong unit economics, profitability, and excellent customer ratings.
• By joining Kin, you become part of a remote-first company that values its employees and fosters a culture of meaningful work with real impact. You will be supporting homeowners in 13 states, helping them navigate one of the most important aspects of homeownership with confidence and ease.
• You will handle a high volume of inbound and outbound customer interactions, ensuring that every customer feels heard, understood, and supported. This includes addressing inquiries related to policy renewals, claims inquiries (directing them to the appropriate team), billing disputes, and general policy questions.
• Your ability to translate complex insurance jargon into clear, understandable language will be essential. You will act as a knowledgeable resource, guiding customers through policy documents and explaining the value and benefits of their Kin coverage.
• You will be expected to meet and exceed key performance indicators (KPIs) related to customer satisfaction, call handling time, resolution rates, and adherence to schedule, all while maintaining the highest standards of service quality.
• This role is ideal for someone who is passionate about helping people, thrives in a dynamic work environment, and is eager to contribute to a company that is revolutionizing the insurance industry.
• You will be an integral part of a team that is committed to putting customers first, embodying Kin's values of running through walls together, raising the bar with low ego, acting like an owner, operating lean, and always asking 'What if?'.

🎯 Requirements

• Active Property & Casualty (P&C) or Personal Lines insurance license (required)
• Minimum of 6 months of customer service experience specifically within Property & Casualty (home insurance) is required.
• Proven experience working in a high-volume call center or customer support environment, with a strong track record of handling inbound calls effectively.
• Demonstrated hands-on experience servicing homeowners insurance policies, including understanding policy structures and common customer inquiries.
• Ability to clearly and concisely explain complex policy coverage, billing procedures, and underwriting requirements to customers with varying levels of insurance knowledge.
• Comfort and proficiency in navigating multiple internal systems and tools simultaneously, such as Google Workspace and similar platforms, to manage customer interactions and data efficiently.
• A strong aptitude for active listening and the ability to communicate with empathy, patience, and professionalism, even in challenging situations.
• Demonstrated ability to thrive in a fast-paced, evolving work environment with a degree of ambiguity and limited structure, requiring self-direction and adaptability.

🏖️ Benefits

• Competitive compensation package including annualized salary of $48,000-$50,000.
• A $1000 retention bonus, payable at the 6-month mark for eligible new hire classes.
• Comprehensive 10-week paid training program to ensure your success in the role.
• Opportunities for bonuses and incentives designed to reward high performance and drive success.
• Access to the Terry Berry Perks Program, allowing you to earn points redeemable for lifestyle gadgets, home goods, and more.
• A robust benefits program starting on the first day of the month following your start date, including multiple medical plan options, dental, and vision coverage.
• 401(k) plan with a company match of up to 4% of eligible earnings.
• Company-funded Health Savings Account (HSA) contributions, dependent on medical plan selection.
• Company-paid life insurance and short-term disability coverage.
• Employee referral bonuses to reward you for bringing great talent to Kin.
• A variety of supplemental benefit options, including long-term disability, critical illness, accident, legal, and pet insurance.
• Access to mental health support and confidential counseling resources.
• Generous paid time off (PTO) including 11 days of accrued PTO and 7 days of paid sick leave per year, plus 8 paid company holidays.
• Paid parental leave, offering up to 14 weeks at 100% pay for birthing parents and 8 weeks at 100% pay for non-birthing parents.
• Opportunities for career mobility and internal growth across the organization.
• Professional development budgets available for certifications, conferences, and learning opportunities, subject to management approval.

Skills & Technologies

REST

Remote

$48k-50k

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Kin Insurance, Inc.

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About Kin Insurance, Inc.

Kin Insurance is a direct-to-consumer home insurance technology company that uses data and analytics to offer affordable coverage to homeowners in catastrophe-prone regions. Licensed in multiple states, it provides policies underwritten by partner carriers and its own risk-bearing entity, focusing on wind, hail, hurricane and wildfire exposures. Customers purchase, manage and file claims entirely online or via mobile app, reducing administrative overhead and allowing rapid pricing and binding. Headquartered in Chicago, the company also operates a Florida-domiciled carrier, Kin Interinsurance Network, to retain risk and maintain rate and form control.

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