Agency Support Representative

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions. 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. Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law. It’s a great place to work! Will you join us?