Location: Remote (Peru)
Work Schedule: US Shift (EST)
Compensation: $11,000 - $12,000 per year
About COVU
COVU is a dynamic InsurTech company focused on creating seamless insurance experiences for customers. Our team is passionate about innovation, customer success, and providing exceptional service in the insurance industry.
Job Summary
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 carrier notices. This role requires a strong sense 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 carrier notices, and process standard US insurance documentation.
- Customer Inquiries:
Answer general inquiries and respond to customer needs with accurate and timely 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 timely documentation and adherence to strict ACORD form standards.
- Call Management: Handle 40-60 customer calls daily, providing quality support and maintaining a low call abandonment rate.
- Collaboration: Work with cross-functional teams to resolve customer issues and improve service delivery.
- Customer Satisfaction: Ensure a CSAT return rate of 90% with an average score of 4.7.
- Continuous Improvement: Be coachable and adaptable to changes in market conditions, processes, and service needs.
Qual
📌 Service Support Specialist (Perú)
🏢 COVU
📍 Perú