About this role.
Insurify is hiring a remote U.S.-based Customer Service Representative to resolve insurance coverage, billing, payment, complaint, and policy-documentation issues. The role handles inbound phone contacts and follow-up work in carrier portals to ensure customers retain appropriate coverage and avoid policy interruptions. Candidates must have customer support experience across phone, email, and chat, excellent phone communication skills, and an active Property & Casualty Insurance license. The position also contributes process-improvement feedback for customer onboarding and retention. Eligibility is limited to candidates located in specified U.S. states.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first verify the customer's identity and review the policy status, payment history, and relevant carrier documentation. I would explain the situation in clear, nontechnical language, identify available resolution options, coordinate with the carrier when needed, and document each action and follow-up commitment.
I assess urgency according to potential coverage loss, payment deadlines, complaint severity, and the customer impact. I address time-sensitive policy interruptions first, communicate expected timelines to every customer, and use organized case notes and reminders so no follow-up is missed.
I begin by listening without interruption and acknowledging the customer's concern. Then I explain the relevant policy or billing information in plain language, confirm understanding, offer the appropriate next steps, and provide a realistic timeline for resolution.
I would validate the customer's identity, policy number, active coverage dates, named insured information, and requested document type before sending anything. I would use approved systems and templates, perform a final quality check, securely transmit the document, and record the interaction in the customer record.
I would collect examples and identify the common root cause, such as unclear onboarding instructions or a missing reminder. I would propose a measurable improvement, such as clearer communication templates or proactive outreach, share it with the appropriate team, and monitor whether repeat contacts decline after implementation.
Warning: Fraudulent Job Adverts Beware of fraudulent activities claiming to represent Insurify. We are not associated with any entities soliciting personal information or payment. The safety of our job seekers is a top priority, and we actively work to prevent such incidents. Insurify will never request sensitive information or payment during the hiring process. Be cautious of text-only interviews, interviews conducted through Microsoft Teams, or suspicious offer letters.
Why us?
Insurify is one of America’s fastest-growing MIT FinTech startups and has been recognized as one of Inc. 5,000’s fastest-growing private companies in America in 2025, 2024, 2023, 2022 and 2021, Forbes Fintech 50 List for 2023, 2022, and 2021, Forbes Next Billion Dollar Startups of 2022 global and Top 100 InsurTech company. We’re changing the way millions of people compare, buy and manage insurance with artificial intelligence, technology, and superior product design.
Our company vision is to be recognized as the preeminent and most trusted digital agent for insurance comparison, purchase, and management. Our team is critical to achieving our vision and fostering the right culture is essential to our team’s success.
Join us if you like
- $1.3 Trillion market opportunity
- MIT alumni founders
- Female-led startup
- $130M total funding
- Strong leadership team with experience from many successful startups around the world
How you will make an impact
- Expertly assess and evaluate the best path of resolution for customer issues including coverage challenges, complaints, and payment issues during incoming calls, ensuring that customers receive timely and effective solutions.
- Contribute to a smooth and successful customer experiences through the coordination of onboarding documents (insurance policies, supporting documentation) needed for sale finalization
- Apply problem-solving skills and understanding of insurance industry workflows to navigate complex situations, ensuring that customers receive the best possible outcomes
- Ensuring the information is accurate and verifying customers’ coverage. Often may need to deliver proof of insurance paperwork and resolve billing and general issues to ensure customer satisfaction.
- Assist in the development of new processes for the onboarding and retention of customers. Provide feedback for improvements of existing processes.
- Play a crucial role in resolving carriers and customers complaints by presenting well-considered solutions and alternatives within the timeframes set, and follow up to ensure that any issue has been fully resolved.
- Ensure no client is overlooked by entering into carrier portals and pulling lists of clients and initiating timely follow-ups.Proactively educate customers on how to avoid potential policy interruptions and premium increases, helping them to maintain stable and affordable coverage.
Who you are
- Experience in Customer Support via phone, email and chat.
- Excellent communication skills.
- Phenomenal phone skills.
- Well-organized and self-driven.
- Licensed in Property & Casualty Insurance required
- Bilingual is a plus.
- Must be located in one of the following states: AL, AR, AZ, CO, FL, GA, IA, IL, MA, MI, MN, MO, NC, NH, NJ, NY, OH, PA, RI, TN, TX, UT, VA, VT
Benefits
- Competitive compensation
- Health, Dental Coverages
- 401K plan with match
- Paid Family Leave
Insurify is committed to offering a fair, competitive, and transparent compensation program that supports our mission to attract, retain, and motivate top talent. Our compensation philosophy is guided by several factors including a candidate’s relevant experience, education/training, job-related skills, and location.
In addition to the base salary our total compensation package includes health coverage, retirement contributions, and additional wellbeing benefits.
Below is the base compensation range for US locations:
$40,000-$53,000
We are proud to be an Equal Employment Opportunity and Affirmative Action employer.
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