[Remote] Bilingual Licensed Customer Service Agent

Note: The job is a remote job and is open to candidates in USA. Kin Insurance is a remote-first company dedicated to making life simpler and more affordable for homeowners. They are seeking a Bilingual Licensed Customer Service Agent to provide fast and empathetic support to homeowners, handling inquiries related to policies, payments, and coverage questions in a high-volume environment.

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

Skills

• 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

Benefits

• $1000 retention bonus (payable at 6 months)
• Paid Training: 10 weeks of paid training
• Competitive salary and company equity through Restricted Stock Units (RSUs), granted as part of our standard compensation package and based on role and level
• 401(k) with company match up to 4% of eligible earnings
• Multiple medical plan options, plus dental and vision coverage
• Company-funded HSA contributions (based on medical plan selection)
• Company-paid life insurance and short-term disability
• Employee referral bonuses
• A variety of supplemental benefit options, including long-term disability, critical illness, accident, legal, and pet insurance
• Access to mental health support and confidential counseling resources
• 11 days of accrued PTO and 7 days paid sick leave per year, plus 8 paid company holidays with option to earn additional PTO annually
• Paid parental leave, including up to 14 weeks at 100% pay for birthing parents and 8 weeks at 100% pay for non-birthing parents
• Career mobility and internal growth opportunities across the organization
• Professional development budgets for certifications, conferences, and learning available, subject to management approval

Company Overview