Licensed Customer Service Representative

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by 1) providing the best services for homebuyers, 2) led by advantaged underwriting in insurance, 3) to protect the whole home.

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Licensed Customer Service Representative

Location: United States

Workplace Type: Remote

Job Summary 

The future is bright for the Porch Group, and we’d love for you to be a part of it as our Licensed Customer Service Representative, HOA

Homeowners of America - is a nationwide insurance broker that’s laser-focused on customer satisfaction. We were founded as a subsidiary of Porch Group and our mission is to make it fast and easy to find the best insurance for your needs and budget. Think of us as an insurance concierge, where we do the comparison shopping for you. You can shop online anytime or call us to get quotes from high-quality carriers like Progressive, Safeco, Nationwide, Travelers, and more. We offer home, auto, flood, and umbrella coverage, along with a variety of money-saving bundling options.

What You Will Do As A Licensed Customer Service Representative, HOA 

•    Answer incoming calls and respond to customer questions regarding policies and billing and/or forward call to appropriate personnel as needed.
  •    Understand and comply with the assigned level of authority taking payments and mortgage verifications
  •    Research customer inquiries and respond to appropriate parties in a timely manner
  •    Process calls in a manner that ensures service levels are met or exceeded 
  •    Process requests within authority level and properly document files
  •    Interface with team members, management, and customers in reference to customer service issues
  •    Recognize when to refer callers to underwriters and ability to do so in a timely manner
  •    Manage large volume of inbound and outbound calls
  •    Provide accurate, valid and complete information by using the right methods/tools
  •    Follow communication procedures, guidelines and policies

What You Will Bring As A Licensed Customer Service Representative, HOA 

•   One or more active license in Property & Casualty
  •    2+ years of customer service in a call center environment
  •    Ability to work independently and effectively in a fast paced, high volume call center
  •    Strong attention to detail and good decision-making skills
  •    Proven business and analytical problem-solving skills
  •    Product knowledge of Property and Casualty Insurance
  •    Gather and analyze information skillfully
  •    Ability to learn and properly process information with Company specific software 
  •    Ability to follow policies and procedures
  •    Ability to maintain confidentiality
  •    Demonstrated ability to effectively manage difficult or emotional customer situations
  •    High school diploma or general education degree (GED) 
  •    2+ years of Property and Casualty Insurance experience and/or training; or equivalent combination of education and experience
  •    Insurance experience, preferably with an insurance agency or direct carrier
  •    Experience with homeowners' insurance preferred
  •    Bilingual in Spanish preferred
  •    Regular, predictable attendance 
  •    Ability to adapt to change
  •    A positive attitude and takes pride from doing great work
  •    Self-motivated with a desire to succeed

* At this time, Porch Group does do not operate in or consider applicants from the following states for remote positions: Alaska, Arkansas. Delaware. Hawaii, Iowa, Maine, Mississippi, New Hampshire, and West Virginia.

The application window for this position is anticipated to close in 2 weeks (10 business days) from July 17th, 2024. Please know this may change based on business and interviewing needs.

What You Will Get As A Porch Group Team Member

Pay Range*: $20.19- $26.92 Hourly

*Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job-related knowledge, alignment with market and our Porch employees, as well as your geographic location.  

Our benefits package will provide you with comprehensive coverage for your health, financial wellness and wellbeing.  

• Our traditional healthcare benefits include three (3) Medical plan options, two (2) Dental plan options, and a Vision plan from which to choose.

• Critical Illness, Hospital Indemnity and Accident plans are offered on a voluntary basis.

• We offer pre-tax savings options including a partially employer funded Health Savings Account and employee Flexible Savings Accounts including healthcare, dependent care, and transportation savings options.

• We provide company paid Basic Life and AD&D, Short and Long-Term Disability benefits.  We also offer Voluntary Life and AD&D plans.

• Both traditional and Roth 401(k) plans are available with a discretionary employer match.

• Headspace is part of our employer paid wellbeing program and provides employees and their families access to on demand guided meditation and mindfulness exercises, mental health coaching, clinical care and online access to confidential resources including will preparation.

• Brio Health is another employer paid wellbeing tool that offers quarterly wellness challenges and prizes.

• LifeBalance is a free resource to employees and their families for year-round discounts on things like gym memberships, travel, appliances, movies, pet insurance and more.

• Our wellness programs include paid vacation of 10 days per year accrued on an hourly basis, company-paid holidays of typically nine per year, paid sick time, paid parental leave, an employee assistance program (EAP), identity theft program, travel assistance, will preparation, and fitness and other discounts programs.

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What’s next?

Submit your application and our Porch Group Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.

Porch Group is an E-Verify employer. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.