About the Role
We're looking for a Bilingual Insurance Customer Service Representative (Spanish & English) to support a fast-paced US insurance agency. In this role, you'll provide exceptional customer service by handling inbound calls, policy servicing, billing inquiries, claims follow-ups, and appointment scheduling while ensuring an outstanding client experience. If you're organized, detail-oriented, and thrive in a dynamic insurance environment, we'd love to hear from you.
Responsibilities
- Answer incoming customer calls and return missed calls promptly.
- Monitor and respond to customer inquiries through Hearsay.
- Review and manage agency management system alerts and carrier notifications.
- Perform policy servicing, including policy reviews, endorsements, and customer-requested changes.
- Update customer information, including contact details, name, date of birth, occupation, address, ownership, and signatures.
- Process billing requests through multiple carrier platforms.
- Send payment reminders and follow up on outstanding balances.
- Receive, document, and reconcile customer payments.
- Verify premium installment schedules based on customer requests.
- Assist customers with claims processing and provide timely claim status follow-ups.
- Schedule policy renewal appointments.
- Conduct outbound telemarketing campaigns for cross-selling opportunities, commercial insurance, Medicare, birthday outreach, and other agency initiatives.
- Maintain accurate documentation within the agency management system.
- Deliver exceptional customer service while meeting quality and productivity standards.
Qualifications
- Bilingual in Spanish and English (spoken and written) is required.
- Minimum 2 years of experience supporting a US insurance agency.
- Experience handling customer service, policy servicing, billing, renewals, or claims.
- Hands-on experience using APEX is highly preferred.
- Experience using AgencyZoom is an advantage.
- Familiarity with carrier portals and personal lines insurance operations is preferred.
- Strong verbal and written communication skills with excellent customer service abilities.
- Excellent attention to detail and organizational skills.
- Ability to multitask and work efficiently in a fast-paced environment.
- Proficient in Microsoft Office applications and other web-based insurance systems.
- Must be willing to work night shift to support US clients during their business hours.
- Must be willing to work onsite (Clark, Pampanga).
