Bilingual Licensed Customer Service Agent

We’re looking for a Bilingual Licensed Customer Service Agent to help us deliver fast, accurate, and human support to homeowners when it matters most. As Kin continues to grow our customer base across multiple states, this role is critical in ensuring our policyholders receive knowledgeable guidance on their coverage, payments, and policy updates. You’ll serve as the first line of support for our customers — primarily over the phone, with additional support via chat and email. Your expertise in property insurance and ability to navigate high call volumes with empathy and efficiency will directly impact customer satisfaction, retention, and trust in the Kin 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

Benefits

Competitive salary; $1000 retention bonus payable at 6 months; Paid 10-week training; Bonuses and incentives; Terry Berry Perks Program; Company equity through Restricted Stock Units (RSUs); 401(k) with company match up to 4%; Multiple medical plan options plus dental and vision coverage; Company-funded HSA contributions; Company-paid life insurance and short-term disability; Employee referral bonuses; Supplemental benefits including long-term disability, critical illness, accident, legal, and pet insurance; Mental health support and confidential counseling; 11 days PTO, 7 days paid sick leave, and 8 paid company holidays per year; Paid parental leave; Career mobility and internal growth opportunities; Professional development budgets