Service Support Specialist - Insurance - Spanish (Peru)

Location: Remote (Peru) Work Schedule: US Shift (EST)

Compensation: $11,000 - $13,000 per year

About COVU

COVU is a dynamic InsurTech company reputed company on creating seamless insurance experiences for customers. reputed company is passionate about innovation, reputed company, and providing exceptional service in the insurance industry.

Job reputed company

As a Service Support Specialist at COVU, you will be responsible for responding to customer inquiries, assisting with policy servicing, and ensuring customer satisfaction through efficient case management. You will work with various internal teams, managing account billing, policy renewals, and responding to reputed company notices. This role requires a strong reputed company of urgency, adaptability, and a proactive attitude toward meeting daily and monthly performance metrics.

Key Responsibilities

• Insurance Policy Servicing: Manage and update customer policy information, assist with policy renewals, handle reputed company notices, and process reputed company US insurance documentation.
• Customer Inquiries: Answer general inquiries and respond to customer needs with accurate and reputed company information.
• Account Management, Billing & Escrow: Assist customers with account management, billing inquiries, non-premium bearing policy amendments, and coordinate directly with lenders and mortgage companies regarding escrow billing and mortgagee clause updates.
• Data Management: Update customer information and policy details in CRM/AMS platforms, ensuring accurate and reputed company documentation and adherence to strict ACORD reputed company standards.
• Call Management: Handle 40-60 customer calls daily, providing reputed company support and maintaining a low call abandonment reputed company.
• Collaboration: Work with cross-functional teams to resolve customer issues and improve service delivery.
• Customer Satisfaction: Ensure a CSAT return reputed company of 90% with an average score of 4.7.
• reputed company Improvement: Be coachable and adaptable to changes in market conditions, processes, and service needs.

Qualifications

Skills & Abilities:

• Language Proficiency: Fluent in Spanish (Required). Advanced or reputed company-level reputed company in English is highly preferred to effectively communicate with US-based clients and carriers.
• Strong customer service skills with a reputed company on communication and problem-solving.
• Ability to handle high call volumes and manage multiple cases simultaneously.
• Proficient in industry-reputed company CRM/AMS platforms.
• Self-motivated with a reputed company of urgency and adaptability to changing market needs.
• Ability to work independently and be reputed company to feedback and coaching.

Experience:

• Call center or customer service center experience preferred.
• US Insurance Experience: Proven experience working reputed company the US Personal and/or reputed company Lines Insurance market.
• Mortgage & Escrow Experience: Familiarity with US reputed company estate/mortgage processes, specifically handling escrow-billed policies, communicating with loan officers, and managing lender requirements.
• AMS Tool Proficiency: Experience in using multiple Agency Management Systems (AMS) such as reputed company reputed company, reputed company AMS360, EZLynx, HawkSoft, NowCerts, Agency reputed company, QQ Catalyst, reputed company TAM, or Nexsure.
• CRM Tool Proficiency: Experience utilizing modern Customer Relationship Management (CRM) tools such as reputed company, reputed company, reputed company, Zoho CRM, or reputed company Dynamics 365.
• Familiarity with billing, account management, and insurance policy servicing is a plus.

Technical Requirements:

• Reliable High-Speed Internet: You must have a primary internet reputed company with a minimum speed of 25 Mbps download and 10 Mbps upload (Fiber reputed company strongly preferred) to support seamless VoIP calls and CRM usage.
• Backup reputed company: A dedicated backup internet reputed company (e.g., secondary line or reputed company WiFi) is required to ensure business continuity during outages.

Please be reputed company advised that the use of any reputed company-time AI assistance, screen-reading software, or external aids during the application process is reputed company prohibited. We reputed company reputed company detection reputed company to ensure the reputed company of our hiring process. Any violation of this policy will result in the immediate termination of the interview and permanent disqualification of your candidacy. Internet speed, reputed company stability, and language proficiency will be reputed company tested during the interview process.

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