Bilingual Licensed Customer Service Agent

Kin Insurance is a remote-first company focused on simplifying and improving homeowners' insurance. They are seeking a Bilingual Licensed Customer Service Agent to provide empathetic support to homeowners, handling inquiries about policies, payments, and coverage while ensuring customer satisfaction and trust in the brand.

Responsibilities:

• Own high-volume inbound and outbound customer interactions across phone, chat, and email, delivering clear and accurate guidance on policies, payments, cancellations, and coverage questions
• Create, update, and process homeowners insurance policies, endorsements, payments, and refunds with accuracy and urgency
• Educate policyholders on coverage details, policy changes, and next steps so they can make informed decisions about their homes
• Partner with customers’ banks and lenders to obtain required documentation and ensure policy compliance
• Navigate multiple internal systems and tools simultaneously to resolve customer inquiries efficiently
• Identify process improvement opportunities and share feedback to enhance the customer experience and team effectiveness
• Successfully complete a mandatory, paid 10-week training program and apply learnings to live customer scenarios

Requirements:

• Active Property & Casualty (P&C) or Personal Lines insurance license (required)
• 6+ months customer service experience in P&C (specifically, home insurance)
• Experience working in a high-volume call center or customer support environment handling inbound calls
• Bilingual (Spanish-speaking) proficiency
• Hands-on experience servicing homeowners insurance policies
• Ability to clearly explain policy coverage, billing, and underwriting requirements to customers
• Comfort navigating multiple systems and tools simultaneously (e.g., Google Workspace and similar platforms)
• Demonstrated ability to work in a fast-paced, evolving environment with limited structure
• Strong active listening skills and the ability to communicate with empathy and professionalism
• Availability to work our following shifts, Monday - Friday (•will be placed based upon need•): 9:00 AM-6:00 PM CST, 10:00 AM - 7:00 PM CST
• Note: Rotating Saturday shift required every 4–6 weeks
• There is a mandatory, paid 10 week training period