Licensed Customer Service Agent

📋 Description

• • As a Licensed Customer Service Agent at Kin Insurance, you will be the primary point of contact for homeowners seeking support and guidance across 13 states, acting as the trusted voice of our brand.
• • Your core responsibility will be to provide fast, empathetic, and accurate service to policyholders, addressing a wide range of inquiries related to their homeowners insurance policies, including coverage details, payment processing, policy modifications, and cancellation requests.
• • You will manage a high volume of inbound and outbound customer interactions, primarily through phone calls, but also via chat and email, ensuring each customer feels heard, understood, and well-supported.
• • A critical aspect of this role involves the creation, updating, and processing of homeowners insurance policies, endorsements, payments, and refunds, requiring meticulous attention to detail and a commitment to accuracy and urgency.
• • You will play a key role in educating policyholders about their coverage options, explaining complex policy changes, and outlining the necessary next steps to empower them to make informed decisions about their homes and insurance needs.
• • Collaboration with external parties, such as customers' banks and lenders, will be necessary to obtain required documentation and ensure ongoing policy compliance, demonstrating your ability to manage external relationships effectively.
• • Success in this role hinges on your ability to efficiently navigate multiple internal systems and proprietary tools simultaneously, resolving customer inquiries with speed and precision.
• • You will be encouraged to identify opportunities for process improvements and actively share feedback with the team and management to enhance the overall customer experience and contribute to the team's effectiveness.
• • A significant part of your onboarding will involve successfully completing a mandatory, paid 10-week comprehensive training program, designed to equip you with the in-depth knowledge and skills needed to excel in live customer scenarios.
• • This role is pivotal in maintaining and enhancing customer satisfaction, fostering retention, and building enduring trust in the Kin brand, especially given Kin's recent recognition as one of America’s Best Customer Service Providers.
• • You will be an integral part of a growing, remote-first company that is dedicated to making homeowners insurance simpler, more affordable, and better for everyone, particularly in areas facing climate risks and rising costs.
• • Kin Insurance leverages data, technology, and exceptional human support to build clear, fair products that give homeowners confidence, and your role is central to delivering that human support.
• • You will contribute to a company culture that values innovation, teamwork, and a commitment to doing meaningful work with real impact, as evidenced by numerous accolades including Built In Chicago's Best Places to Work and Forbes' America's Best Startup Employers.
• • The opportunity to work with a company that is experiencing disciplined growth, strong customer satisfaction, and a focus on long-term sustainability offers a stable and rewarding career path.
• • You will be joining a team that is passionate about challenging the status quo in the insurance industry and building a company that is changing insurance for good.
• • Your ability to handle a fast-paced, evolving environment with limited structure will be essential, as Kin is a dynamic and rapidly growing organization.
• • The role requires a proactive approach to problem-solving and a commitment to delivering exceptional service, aligning with Kin's core values of running through walls, raising the bar, acting like an owner, operating lean, and continuously asking 'What if?'.
• • You will be part of a team that prioritizes high performance, low drama, and mutual respect, fostering a positive and collaborative work environment.
• • Your contributions will directly impact Kin's ability to achieve its mission and deliver value to its customers, reinforcing the company's commitment to profitability and excellent customer ratings.
• • This position offers the chance to grow your career within a company that provides opportunities for career mobility and internal growth across the organization.