Location: On-site, Regus, Trade Tower, Kathmandu , Nepal

Work Schedule: US Shift (EST)

About COVU:

COVU helps insurance agencies stay competitive in a rapidly changing, technology-driven market. The company takes a holistic approach, combining modern technology, real-time service, and sales support to improve the customer experience. By partnering with COVU, agencies typically see higher customer retention, more cross-sales, and increased profitability. Agency producers gain more time to focus on prospecting and selling to higher-value customers, supporting sustainable growth and performance.

This job description outlines the core responsibilities and expectations for the Customer Service Support Specialist at COVU. It may evolve as the company continues to grow and adapt to the needs of our customers.

Job Summary:

As a Customer 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.
  
  

Performance Expectations:

• Cases Completed: 4 per hour; 600 per month.
• Calls Handled: 40 per day; 700 per month.
• Abandon Rate: Less than 3% monthly (team total <9%).
• Average Wait Time: Less than 20 seconds.
• CSAT Return Rate: 90% with an average CSAT score of 4.7 or higher.

Qualifications:

Skills & Abilities:

• Strong written and verbal English communication skills
• Strong customer service skills with a focus on communication and problem-solving.
• Ability to handle high call volumes and manage multiple cases simultaneously.
• Experience in using 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.
• Previous experience in insurance operations or customer service preferred.
  
  

Experience:

• Call center or customer center experience preferred.
• Experience in using multiple AMS tools like Epic, EzyLynkx, AMS360, NowCerts, Agency Matrix, QQ Catalyst, HawkSoft
• Familiarity with billing, account management, and insurance policy servicing is a plus.
• Spanish Speakers are a plus
• Personal and Commercial Lines Insurance is a plus.

Please be strictly advised that the use of any real-time AI assistance, screen-reading software, or external aids during the application process is strictly prohibited. We employ active detection methods to ensure the integrity of our hiring process. Any violation of this policy will result in the immediate termination of the interview and permanent disqualification of your candidacy.