About the Role
We are looking for an Insurance Back-Office Support Specialist to support a US-based Insurance agency with day-to-day client service, policy servicing, administrative, and back-office operations.
This role combines customer service, insurance processing, documentation, follow-ups, and administrative support. You will answer client calls, assist with endorsements, process insurance documents, follow up on payments and renewals, coordinate with insurance companies and mortgage companies, and ensure all activities are properly documented.
The ideal candidate has experience working in the insurance industry or an independent insurance agency, understands insurance servicing processes, and can communicate professionally with US clients by phone and email.
Because this position supports a US-based client, this is a night-shift role in the Philippines. The successful candidate must be willing to consistently work the required schedule aligned with the client's US business hours/time zone, including the assigned night-shift hours.
Responsibilities
- Answer incoming client calls, determine how you can assist, and initiate appropriate service requests or endorsements.
- Professionally handle calls when the client specifically asks for the agency owner, including offering assistance while the owner is unavailable.
- Document all client conversations, requests, follow-ups, and completed tasks in AgencyZoom.
- Process insurance endorsements and related policy servicing requests.
- Issue insurance ID cards and Evidence of Insurance documents.
- Process Certificates of Insurance through Forms Boss.
- Gather missing information and documentation from clients.
- Process and monitor insurance alerts.
- Welcome new clients through professional phone calls and emails.
- Schedule Reviews with clients.
- Contact mortgage companies and provide proof of insurance when requested.
- Process or assist with insurance payments as required.
- Assist with pre-bind and post-bind requirements for commercial insurance.
- Support quoting activities for auto, home, commercial, and life insurance.
- Contact insurance customer service through chat or phone to address policy concerns, including requests related to premiums.
- Assist with paperwork and documentation required to issue policies.
- Contact clients regarding payment alerts, policy alerts, and other time-sensitive notifications.
- Assist the agency owner with email correspondence and administrative tasks.
- Contact commercial clients to obtain renewal information and complete outstanding renewal requirements.
- Monitor payments through IPFS and follow up on outstanding payment concerns.
- Send required documents or links to clients through Canopy Connect.
- Contact insurance companies to obtain claim and policy status updates.
- Prepare and submit daily activity reports.
Qualifications
- Previous experience in the insurance industry, insurance agency, or insurance back-office support.
- Experience handling insurance servicing requests, endorsements, Certificates of Insurance, Evidence of Insurance, ID cards, renewals, or similar policy-related tasks.
- Experience working with AgencyZoom is strongly preferred.
- Familiarity with Insurance processes and systems is a strong advantage.
- Experience with APEX or other insurance agency management systems is preferred.
- Experience supporting personal lines and/or commercial lines insurance.
- Experience with insurance quoting for auto, home, commercial, and/or life insurance is preferred.
- Experience handling client calls and professional email correspondence.
- Strong verbal and written English communication skills.
- Clear, articulate, and understandable communication when speaking with US clients.
- Professional, courteous, and customer-focused approach when handling client concerns.
- Ability to manage multiple priorities while handling calls, follow-ups, documentation, and assigned tasks.
- Strong attention to detail when processing insurance information and client requests.
- Ability to maintain accurate documentation and activity records.
- Comfortable coordinating with clients, insurance carriers, mortgage companies, and other third parties.
- Must be willing to work a night-shift schedule to accommodate US clients and consistently work during the required US business-hour time frame assigned to the account.
- Must be comfortable working a full-time schedule aligned with the client's US time zone; this is not a daytime Philippine-shift role.
- Strong attendance, reliability, professionalism, and ability to work independently in a fast-paced environment.
- Must be willing to work onsite (Clark, Pampanga).
