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simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it hardest.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 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