The Agency Support Representative plays a critical role in processing and auditing policy documentation for our Renter’s Insurance Verification Product. This role is responsible for reviewing proof-of-insurance documents provided by residents to ensure they meet the specific minimum coverage requirements of their residential communities. Additionally, the ASR maintains database integrity by processing policy changes, cancellations, and reinstatements in a timely manner.
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.
Minimum Qualifications
English Proficiency: High-level English language proficiency—both written and verbal—with strong comprehension skills for evaluating complex policy language and logging precise account notes.
Experience: 1–3 years of experience in document processing, data verification, back-office operations, or insurance customer support (preferably supporting US-based clients).
Insurance Knowledge: Basic familiarity with Property & Casualty (P&C) insurance, specifically renter's or personal lines insurance concepts (preferred, but learnable).
Technical Proficiency: Experience navigating CRM platforms, ticketing software (e.g., Zendesk), and standard office productivity suites (Microsoft Office, Google Workspace).
Detail-Oriented: Excellent visual accuracy for auditing numbers, names, dates, and fine print across high document volumes.
Typically requires a minimum of 1 - 2 years of related experience in customer service or insurance support.
High School Diploma or equivalent required.
Skills Required
- High-level English proficiency, written and verbal
- 1-3 years of experience in document processing, data verification, back-office operations, or insurance customer support
- Basic familiarity with Property and Casualty insurance, renter's insurance, or personal lines insurance
- Experience using CRM platforms and ticketing software such as Zendesk
- Experience with Microsoft Office and Google Workspace
- Excellent visual accuracy and attention to detail when auditing high volumes of documents
- 1-2 years of related customer service or insurance support experience
- High school diploma or equivalent
Entrata Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Entrata and has not been reviewed or approved by Entrata.
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Healthcare Strength — Healthcare coverage is characterized as comprehensive, with medical/dental/vision options, HSA/FSA access, and disability coverage described as solid. Health insurance is also framed as a relative highlight compared with other parts of the total rewards package.
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Retirement Support — Retirement offerings include access to a 401(k) with an employer match, indicating some structured long-term savings support. The match is described with enough specificity to suggest it is dependable, even if not positioned as best-in-class.
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Leave & Time Off Breadth — Time-off offerings are portrayed as generous, including PTO/vacation language, periodic company recharge days, and a winter shutdown period. Flexible work options (remote/hybrid where roles allow) are repeatedly presented as part of the broader rewards experience.
Entrata Insights
What We Do
Founded in 2003, Entrata® is the only comprehensive property management software provider with a single-login, open-access platform. Offering a wide variety of online tools including websites, mobile apps, payments, lease signing, accounting, and resident management, the Entrata platform currently serves more than 20,000 apartment communities nationwide. Entrata’s open API and superior selection of third-party integrations offer management companies the freedom to choose the technology and software that best fit their needs.
