Agency Support Representative

Responsibilities:

• Document Verification & Processing: Review resident-submitted Proof of Insurance (POI) documents (declaration pages, certificates of insurance) against community-specific rules and minimum coverage thresholds.

• Policy Lifecycle Management: Accurately update resident policy records upon receipt of carrier notifications regarding coverage changes, cancellations, or reinstatements.

• Standard Operating Procedure (SOP) Compliance: Execute daily operational tasks strictly adhering to established SOPs to ensure data integrity and reduce processing errors.

• Queue & SLA Management: Efficiently navigate work queues to meet daily targets for volume, turnaround time, and accuracy standards.

• Escalation Handling: Identify complex, ambiguous, or non-standard insurance documents and escalate them appropriately to the US-based Supervisor or designated Subject Matter Expert (SME).

• Quality & Data Governance: Ensure all resident Personally Identifiable Information (PII) is handled securely in accordance with company data privacy standards.

Essential Functions:

• Accurately interpret insurance policy details (e.g., effective dates, liability limits, policyholder details, and interested party clauses).

• Execute repetitive data entry and document auditing tasks with high precision and speed.

• Prioritize daily tasks to maintain optimal workflow distribution across varying queue volumes.

• Maintain clear, professional written communications when logging internal account notes or communicating status updates.

• Collaborate effectively with India-based peers and US-based leadership across overlapping time zones.

• Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.

• Maintain professional interaction with internal and external stakeholders.

• Ability to work in a fast-paced and high-stress environment.