Licensed Customer Service Agent, Multi-Carrier or Brokerage Experience

Quick Summary Support policyholders across multiple carriers, resolving complex service needs while delivering fast, empathetic, and high-quality insurance experiences. Who we are Kin makes life simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it hardest. We start with smarter homeowners insurance and expand to everything homeowners need to thrive. Using data, technology, and thoughtful human support, we’re building products that are clear, fair, and help homeowners feel confident — so homeowners aren’t left behind when they need help most. Founded in 2016, Kin is a remote-first employer with Kinfolk across more than 35 states. We serve customers in 13 states (and counting). Our disciplined growth, strong customer satisfaction, and focus on long-term sustainability fosters outstanding growth, attracts marquee investors, and earns recognition and accolades, including: -Built In Chicago's Best Places to Work, Midsize Companies (2021-2026) -Forbes' America's Best Startup Employers (2021-2024) -Inc. 5000 Fastest-Growing Private Companies -Forbes’ Fintech 50 -Great Places to Work Certified (2024-2026) Most importantly, we’re building Kin to be a place where people do meaningful work with real impact — for our customers, our communities, and each other. We're excited to tell you more about how you can contribute to our rapid growth, strong unit economics, profitability, and excellent customer ratings. To learn more about how we work and what we’re building, visit kin.com http://kin.com and see how we work. The opportunity We’re looking for a Licensed Customer Service Agent, Brokerage Experience to help us deliver a seamless, high-quality service experience across our growing agency business. As one of the first points of contact for our insureds, you’ll play a critical role in shaping how customers experience Kin—resolving issues, answering questions, and ensuring policies are accurate and up to date. This role exists to support our expanding multi-carrier operations and ensure customers receive timely, knowledgeable, and empathetic service across a range of insurance products. You’ll work across systems, carriers, and customer needs—helping us scale service excellence while improving how we operate behind the scenes. Your responsibilities - Serve as the primary point of contact for policyholders, resolving questions related to policies, billing, cancellations, and coverage - Manage inbound and outbound customer communications across phone, email, and other channels - Process policy updates, endorsements, and changes across multiple carrier systems - Coordinate with third-party lenders, mortgage companies, and partners to fulfill customer and policy requirements - Request and track required documentation to ensure policies remain active and compliant - Handle escalated customer concerns with professionalism, empathy, and strong problem-solving skills - Support non-licensed team members and sales agents with complex service requests - Identify opportunities to improve workflows, and contribute to updates in forms, policies, procedures, and training materials - Maintain accurate records and ensure all service interactions meet compliance and quality standards Success in this role In your first 6–12 months at Kin, success is less about checking boxes and more about the impact you create. You’ll use your skills and judgment to take ownership of meaningful work, improve how we operate, and help move Kin’s mission forward. Along the way, you’ll deliver outcomes that make a real difference for both Kinfolk and the homeowners we serve. By the end of your first year, you should feel confident in your role, trusted as an owner, and proud of the progress you’ve helped make. - Customer issues are resolved quickly and accurately, leading to strong satisfaction and reduced repeat contacts - You independently manage multi-carrier workflows and navigate systems with confidence and efficiency - Escalations are handled effectively, with clear communication and positive outcomes for customers - Process improvements and documentation updates you contribute to are adopted and improve team efficiency What you’ll bring - Active Personal Lines or Property & Casualty insurance license - 1+ year of experience in a brokerage or insurance agency environment, including call center experience - Experience servicing insurance policies, including endorsements, billing inquiries, and cancellations - Ability to navigate multiple carrier systems and tools such as EZLynx, G-Suite, Slack, and Zoom - Strong verbal and written communication skills, with the ability to de-escalate and support customers in distress - High attention to detail and ability to manage multiple tasks, follow-ups, and deadlines simultaneously - Strong organizational skills and ability to work independently in a remote environment Bonus: - Bilingual Spanish proficiency How we hire We believe a great hiring experience should be clear, respectful, and human. We’ll accept applications for this position on an ongoing basis. While our recruiting team uses AI tools for efficiency, resumes are still screened by Kin’s in-house recruiters, and candidate evaluations and hiring decisions are made by recruiters and hiring teams. Rest assured, real people make real decisions. The hiring process and timeline for each role will vary, depending on the position. However, here are some things you can expect from us: -Prompt updates and feedback following interviews -Interviews with recruiters, hiring managers, and members of teams -Skills assessment relevant to the position, if applicable -Genuine, thoughtful human interaction at every step HOW WE SUPPORT YOU Core Benefits - Competitive salary and company equity through Restricted Stock Units (RSUs), granted as part of our standard compensation package and based on role and level - 401(k) with company match up to 4% of eligible earnings - Multiple medical plan options, plus dental and vision coverage - Company-funded HSA contributions (based on medical plan selection) - Company-paid life insurance and short-term disability - Employee referral bonuses Health & Wellbeing - A variety of supplemental benefit options, including long-term disability, critical illness, accident, legal, and pet insurance - Access to mental health support and confidential counseling resources - 11 days accrued PTO, 7 paid sick days, and 8 paid company holidays - Paid Parental Leave: - 14 weeks (birthing parents) - 8 weeks (non-birthing parents) Growth & Development - Career mobility and internal growth opportunities across the organization - Professional development budgets for certifications, conferences, and learning available, subject to management approval HOW WE WORK We don’t just hire for skills. We hire for alignment. Kinfolk bring diverse perspectives, but we’re united by a shared set of values that shape how we work and how we show up for each other and our customers. Run through walls, together - Our industry is stuck in the status quo. But Kin is different. We are challengers. Innovators unwavering in our mission to fix insurance for those who need it most. We are changing insurance for good. We roll up our sleeves, take action, and get “impossible” things done every day with grit and teamwork. Raise the bar. Drop the ego - Attitudes are contagious. Every one of us is responsible for creating the culture we want to work in. High performance. Low drama. Always respectful. Like professional sports teams, we win by working in sync. We show up, work hard, and play to each other’s strengths. Act like an owner - We are owners, fully accountable for achieving Kin’s mission. That requires positive, proactive, big-picture thinking well beyond our job descriptions. Ask questions, Take ownership. Do the right thing, even when it‘s hard. Because when Kin thrives, so do you. And so do our customers. Operate lean. Deliver more - We build efficiency into everything we do. Each dollar we save gets reinvested to deliver more to our customers: better pricing, more products, and new innovations. We work smarter by relentlessly prioritizing and using technology, including AI, to multiply our impact. Lean is about focus, not deprivation. Lean isn't a limitation – it's our competitive advantage. Keep asking ‘What if?’ - We value curiosity. To make insurance better for our customers, we experiment. We embrace insights. And we base decisions on data rather than assumptions. We see setbacks as opportunities for growth and are always learning and improving. Both individually and as a company. WHERE WE WORK We are a remote-first company with offices in Chicago, IL and St. Petersburg, FL where teams can come together for collaboration. For Sales Agents and Customer Service Agents: These roles sit in any of the following 30 states: AL, AZ, CO, FL, ID, IL, IN, KS, KY, MA, MD, ME, MI, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, and WI. For all other positions, these roles can sit in any of the following 40 states: AL, AR, AZ, CA (exempt only), CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, MA, ME, MD, MI, MN, MO, MT, NC, NE, NJ, NM, NV, NY, OH, OK, OR, PA, SC, SD, TN, TX, UT, VT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. For remote technical positions located in Canada, we are only able to hire individuals who reside in Ontario. Applicants must be able to live and work full-time in Ontario to be considered. State locations and specifics are subject to change as our hiring requirements shift. EEOC STATEMENT Kin is proud to be an Equal Employment Opportunity and Affirmative Action Employer. We don't just accept difference – we honor it, nurture it, and celebrate it. We don’t discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Kin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please contact us by sending an email to careers@kin.com