Service Support Specialist – Insurance, Spanish

🔥 1 hour ago

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COVU

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛡️ Insurance

💳 Fintech

🤖 Artificial Intelligence

Insurance • Fintech • Artificial Intelligence

COVU is a technology-driven company that focuses on servicing, managing, and growing property and casualty (P&C) insurance agencies. With over $22 million in Series A funding, COVU combines a team of U. S. -based licensed agents with advanced AI technology to streamline operational tasks, enhance customer communication, and support agency growth while ensuring full ownership retention for agency principals. By offering comprehensive management solutions, COVU empowers agencies to increase efficiency and profitability without compromising their operations or autonomy.

📋 Description

• Manage and update customer policy information, assist with policy renewals, and handle carrier notices. • Answer general inquiries and respond to customer needs with accurate and timely information. • Assist customers with account management, billing inquiries, and non-premium bearing policy amendments. • Update customer information and policy details in Salesforce, ensuring accurate and timely documentation. • Handle 40-60 customer calls daily, providing quality support and maintaining a low call abandonment rate. • Work with cross-functional teams to resolve customer issues and improve service delivery. • Ensure a CSAT return rate of 90% with an average score of 4.7. • Be coachable and adaptable to changes in market conditions, processes, and service needs.

🎯 Requirements

• Fluent in Spanish (Required) • Fluency in English is a strong plus. • Strong customer service skills with a focus on communication and problem-solving. • Ability to handle high call volumes and manage multiple cases simultaneously. • Proficient in Salesforce or similar CRM/AMS platforms. • Self-motivated with a sense of urgency and adaptability to changing market needs. • Ability to work independently and be open to feedback and coaching. • Call center or customer center experience preferred. • Experience in using multiple AMS tools like Epic, EzyLynx, AMS360, NowCerts, Agency Matrix, QQ Catalyst, HawkSoft. • Familiarity with billing, account management, and insurance policy servicing is a plus. • Previous experience in Personal and Commercial Lines Insurance is a plus.