Bilingual Licensed Customer Service Agent

Overview

Kin is the trusted voice for homeowners across 13 states, handling policies, payments, and coverage questions while delivering fast, empathetic service in a high-volume environment. Active P&C license required. Kin is a remote-first employer with Kinfolk across 35+ states.

We’re looking for a Bilingual Licensed Customer Service Agent to deliver fast, accurate, and human support to homeowners when it matters most. As Kin grows our customer base across multiple states, this role ensures policyholders receive knowledgeable guidance on coverage, payments, and policy updates. You’ll primarily support customers over the phone, with additional support via chat and email.

• 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
• Complete a mandatory, paid 10-week training program and apply learnings to live customer scenarios

• Active Property & Casualty (P&C) or Personal Lines insurance license (required)
• 6+ months customer service experience in P&C (home insurance preferred)
• Experience 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)
• 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 the following shifts, Monday – Friday (placed based on need):

• 9:00 AM – 6:00 PM CST
• 10:00 AM – 7:00 PM CST
• Rotating Saturday shift required every 4–6 weeks
• Mandatory, paid 10-week training period

We are currently hiring for an April new hire class. A $1000 retention bonus is offered (payable at 6 months) for the April 13, 2026 class.

We believe a great hiring experience should be clear, respectful, and human. Applications are accepted on an ongoing basis. Our recruiting team uses AI tools for efficiency, resumes are screened by Kin’s in-house recruiters, and candidate evaluations and hiring decisions are made by recruiters and hiring teams. Real people make real decisions.

The hiring process and timeline vary by role. You can expect:

• Prompt updates and feedback after interviews
• Interviews with recruiters, hiring managers, and team members
• Skills assessment where applicable
• Genuine, thoughtful human interaction at every step

Compensation at a glance includes base salary, a $1000 retention bonus, 10 weeks of paid training, bonuses and incentives, and a perks program.

• Competitive pay:
  Annualized $50,000–$52,000
• $1000 retention bonus (paid at 6 months)
• Paid training: 10 weeks
• Bonuses and incentives designed to drive your success
• Terry Berry Perks Program – Points redeemable for lifestyle gadgets, home goods, and more

We offer a comprehensive benefits program starting on the first day of the month following your start date, including core benefits, health and wellbeing, and growth opportunities.

• Competitive salary and RSUs as part of compensation
• 401(k) with company match up to 4%
• Medical, dental, and vision options
• Company-funded HSA contributions
• Company-paid life insurance and short-term disability
• Employee referral bonuses

• Supplementa…