Client Service Analyst - Home Insurance Support (Remote, U.S.)

Job Title: Client Service Analyst – Home Insurance Support (Remote, U.S.)

Pay: $14.00/hr + performance pay opportunity (after ramp; based on attendance + quality + productivity)

Type: Full-time (40 hours/week)

Location: Remote (U.S.-based only)

Schedule: Fixed weekly schedule (not flexible).

About Us

We’re a dynamic, high-performance service partner supporting a home insurance innovator managing policies on behalf of respected carriers. Our Client Service Analysts serve as the trusted voice of policyholders and mortgage partners, navigating urgent and complex calls with clarity, empathy, and efficiency.

If you love solving problems, thrive in fast-paced environments, and take pride in getting things right — you’ll thrive here

About the role (read carefully)

This is a structured, high-expectation call center role supporting a home insurance program. You will assist policyholders and mortgage partners during time-sensitive situations (billing issues, policy servicing, and First Notice of Loss (FNOL) intake). Calls can be back-to-back and require focus, calm communication, and accurate documentation.

This role is best for people who like clear rules, measurable goals, and improving through coaching. It is not a fit for someone who wants a “work-from-home job” with frequent distractions, inconsistent attendance, or a loose environment.

This is not a role for the faint of heart — or the distracted. It’s a fast-moving, detail-heavy environment where your expertise and focus will directly impact people during stressful events.

What you’ll do

• Handle high-volume inbound calls from homeowners, mortgage companies, and agents
• Complete Mortgage Verification calls and support policy servicing and billing/payment questions
• Take FNOL reports by gathering required details, confirming accuracy, and routing appropriately
• Use multiple web-based systems per call while maintaining call flow and professionalism
• Document every interaction accurately and consistently (notes are reviewed for quality/QA)
• Follow defined processes and escalation paths for out-of-scope requests
• Maintain schedule adherence, attendance, and performance expectations

Day-to-day

As a Client Service Analyst, you’ll handle 50–60 inbound calls daily related to homeowners insurance, including first notice of loss (FNOL) reports and account servicing inquiries. You’ll support multiple stakeholders (e.g., homeowners, mortgage companies, agents), navigate 7–10 industry platforms, and determine the right next step for each unique situation.

What success looks like here

A strong Analyst in the first 30–60 days:

• Shows up on time, stays in the correct phone status, and is reliably available during the entire shift
• Learns the process and applies feedback quickly (coachability matters)
• Documents cleanly and consistently while staying engaged with the customer
• Handles fast-paced call volume without losing accuracy or professionalism

Training and ramp (non-negotiable)

Training is structured and attendance-based, with required participation throughout the ramp periods. The initial program includes:

• 1 day of company onboarding (systems access, policies, role expectations)
• 3–4 days of live remote classroom training with a trainer, plus required self-paced modules
• 1 day of live call practice with trainer support
• A rapid transition to live call handling, with trainer support available during ramp

Following initial training, new Analysts begin in the Mortgage Verification queue (typical ramp 2–3 weeks). Cross-training into Customer Care occurs through a second structured classroom program after stability is demonstrated, with an additional opportunity to train on customer chat after proficiency.

Work setup requirements (non-negotiable)

• Quiet, private workspace where you can take continuous calls without interruptions
• Reliable high-speed internet
• Comfort using multiple applications/tabs while talking and typing

Minimum qualifications

• 1+ year phone-based customer service or call center experience
• Strong computer skills and comfort navigating multiple systems quickly while speaking
• Ability to stay calm and accurate during high-volume days
• Strong attendance and punctuality history

Preferred (not required): insurance, claims/FNOL, mortgage servicing, banking, or other regulated customer service experience.

This role is not a fit if

• You need a schedule that changes week to week
• You cannot consistently work your assigned shift due to other obligations
• You dislike being measured on attendance, adherence, quality, and productivity

Company Description

At EOX Vantage, we deliver premier service with insights that boost overall operations. Clients choose EOX Vantage to improve their operational efficiencies and optimally manage data through direct assistance from the Managed Services team and leveraging the customized, patented Enterprise Operating System (TARUVI) – a suite of unified cloud-based apps to run a business, all on one secure platform. EOX Vantage allows clients to focus on what they do best by reducing the time it takes to manage the essential, non-core aspects of their operations, and improving their effectiveness with data and insights.

Equal Employment Opportunity Policy

EOX Vantage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

E-Verify Participation:

EOX Vantage participates in E-Verify. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

EOX Vantage will not use E-Verify to pre-screen job applicants and will only use E-Verify once a job offer has been accepted and Form I-9 is completed.

For more information about E-Verify, please visit Home | E-Verify

Visit our website to learn more about us:

EOX Vantage NEVER asks for any form of payment to be considered as an applicant. If you are emailed asking for payment, please immediately report this spam message to [email protected]. All verified personnel will only reach out with an EOX email ending in @eoxvantage.com *

Join us in providing top-notch service that makes an impact!

Pay: $14.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Location:

• Ohio (Required)

Work Location: Remote