Agency Support Representative

Agency Support Representative

Responsibilities

Document Verification & Processing: Review resident-submitted Proof of Insurance (POI) documents (declaration pages, certificates of insurance) against community-specific rules and minimum coverage thresholds.

Policy Lifecycle Management: Accurately update resident policy records upon receipt of carrier notifications regarding coverage changes, cancellations, or reinstatements.

Standard Operating Procedure (SOP) Compliance: Execute daily operational tasks strictly adhering to established SOPs to ensure data integrity and reduce processing errors.

Queue & SLA Management: Efficiently navigate work queues to meet daily targets for volume, turnaround time, and accuracy standards.

Escalation Handling: Identify complex, ambiguous, or non-standard insurance documents and escalate them appropriately to the US-based Supervisor or designated Subject Matter Expert (SME).

Quality & Data Governance: Ensure all resident Personally Identifiable Information (PII) is handled securely in accordance with company data privacy standards.

Essential Functions

Accurately interpret insurance policy details (e.g., effective dates, liability limits, policyholder details, and interested party clauses).

Execute repetitive data entry and document auditing tasks with high precision and speed.

Prioritize daily tasks to maintain optimal workflow distribution across varying queue volumes.

Maintain clear, professional written communications when logging internal account notes or communicating status updates.

Collaborate effectively with India-based peers and US-based leadership across overlapping time zones.

Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.

Maintain professional interaction with internal and external stakeholders.

Ability to work in a fast-paced and high-stress environment.

Minimum Qualifications

English Proficiency: High-level English language proficiency—both written and verbal—with strong comprehension skills for evaluating complex policy language and logging precise account notes.

Experience: 1–3 years of experience in document processing, data verification, back-office operations, or insurance customer support (preferably supporting US-based clients).

Insurance Knowledge: Basic familiarity with Property & Casualty (P&C) insurance, specifically renter's or personal lines insurance concepts (preferred, but learnable).

Technical Proficiency: Experience navigating CRM platforms, ticketing software (e.g., Zendesk), and standard office productivity suites (Microsoft Office, Google Workspace).

Detail-Oriented: Excellent visual accuracy for auditing numbers, names, dates, and fine print across high document volumes.



Typically requires a minimum of 1 - 2 years of related experience in customer service or insurance support.

High School Diploma or equivalent required.