Job Description

Location: Remote (Philippines)

Work Schedule: US Shift (EST)

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.

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, and handle carrier notices.
• Customer Inquiries: Answer general inquiries and respond to customer needs with accurate and timely information.
• Account Management & Billing: Assist customers with account management, billing inquiries, and non-premium bearing policy amendments.
• Data Management: Update customer information and policy details in Salesforce, ensuring accurate and timely documentation.
• 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.

Qualifications

Skills & Abilities:

• Language Proficiency: 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.

Experience:

• 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.

Technical Requirements:

• Reliable High-Speed Internet: You must have a primary internet connection with a minimum speed of 25 Mbps download and 10 Mbps upload (Fiber connection strongly preferred) to support seamless VoIP calls and CRM usage.
• Backup Connection: A dedicated backup internet connection (e.g., secondary line or pocket WiFi) is required to ensure business continuity during outage.
  
  Please note: Internet speed, connection stability, and language proficiency will be strictly tested during the interview process.