Job Title:
Producer Engagement & Support Representative

Key Skills:
Customer Service, Producer Engagement, CRM Management, Outbound Campaigns, Relationship Management, Insurance Operations, Salesforce, HubSpot, Communication Skills, Problem Solving

Experience:
1+ years of experience.

Location:
Mexico City, Mexico.

Work Modality:
On-site in Mexico City, Mexico. Monday through Friday, 6:00 a.m. to 4:00 p.m., aligned with U.S. business hours.

At Coforge, we are looking for a Producer Engagement & Support Representative (#22549) with the following profile.
Main Responsibilities
- Provide professional support to insurance producers through phone, email, and chat channels.
- Respond to inquiries related to systems, processes, submissions, quotes, and operational support.
- Ensure timely and accurate resolution of producer requests.
- Document all interactions and activities within designated systems and CRM platforms.
- Escalate complex issues when necessary.
- Identify and engage inactive producers through structured reactivation campaigns.




- Execute multi-touch engagement strategies including outbound calls, emails, and chat interactions.
- Follow up with producers who have reduced or stopped submitting business.
- Build relationships that encourage renewed participation and increased quoting and binding activity.
- Identify and document the reasons for producer inactivity.
- Gather feedback regarding processes, systems, products, and service experience.
- Recommend appropriate resources and solutions based on producer needs.
- Identify trends and escalate recurring issues impacting producer engagement.
- Classify producers according to engagement levels (Hot, Warm, Cold).
- Maintain accurate and up-to-date records within CRM systems.
- Update activity logs, follow-up actions, and engagement outcomes.
- Assist producers with portal navigation, training materials, reference guides, and system utilization.
- Support onboarding and reactivation initiatives through edu

📌 Producer Engagement (Ciudad de México)
🏢 Encora
📍 Ciudad de México