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Entrata is a global leader in AI-driven property management technology, serving owners and residents worldwide with intelligent leasing, payment, and communication tools. The Agency Support Representative plays a critical role in processing and auditing policy documentation for Entrata's Renter's Insurance Verification Product.
In this role, you will review proof-of-insurance documents submitted by residents to ensure they meet specific minimum coverage requirements set by their residential communities. You will maintain database integrity by processing policy changes, cancellations, and reinstatements in a timely manner, working within established service-level agreements and daily volume targets.
Key Responsibilities:
- Review resident-submitted Proof of Insurance (POI) documents, including declaration pages and certificates of insurance, against community-specific rules and minimum coverage thresholds
- Accurately update resident policy records upon receipt of carrier notifications regarding coverage changes, cancellations, or reinstatements
- Execute daily operational tasks strictly adhering to established Standard Operating Procedures (SOPs) to ensure data integrity and reduce processing errors
- Efficiently navigate work queues to meet daily targets for volume, turnaround time, and accuracy standards
- Identify complex, ambiguous, or non-standard insurance documents and escalate them appropriately to US-based supervisors or subject matter experts
- Handle all resident Personally Identifiable Information (PII) securely in accordance with company data privacy standards
- Accurately interpret insurance policy details including effective dates, liability limits, policyholder details, and interested party clauses
- Execute repetitive data entry and document auditing tasks with high precision and speed
- 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
- Work professionally with internal and external stakeholders in a fast-paced, high-stress environment
Requirements:
- High-level English language proficiency, both written and verbal, with strong comprehension skills for evaluating complex policy language
- 1–3 years of experience in document processing, data verification, back-office operations, or insurance customer support (preferably supporting US-based clients)
- Basic familiarity with Property & Casualty (P&C) insurance, specifically renter's or personal lines insurance concepts (preferred, but learnable)
- Experience navigating CRM platforms, ticketing software (e.g., Zendesk), and standard office productivity suites (Microsoft Office, Google Workspace)
- Excellent visual accuracy for auditing numbers, names, dates, and fine print across high document volumes
- High School Diploma or equivalent required
- Ability to prioritize tasks effectively, meet deadlines, and manage workload efficiently
