_**About Us**_
We provide personal and commercial insurance solutions with a mission to empower the Latino community through clear guidance and exceptional service. We offer auto, home, renters, umbrella, and more—and we’re growing our team to support our clients with fast, friendly, professional service.
- **Position Summary**_
- **Call Handling & Client Support**:
- Handle an average of **~25 inbound calls per day** with professionalism and efficiency.
**Technical & Administrative Support**
- Manage policy updates, address/contact changes, coverage limits/deductibles, and other routine personal lines requests.
- Work with AMS/CRM systems (EZLynx, HawkSoft, QQCatalyst) and carrier portals.
- Collaborate with team members to ensure smooth workflow and client satisfaction.
**Client Experience & Professionalism**
- Maintain a professional, empathetic, and client-focused demeanor on all calls.
- Follow SOPs, quality standards, and data security/confidentiality requirements.
- Resolve client requests on the **first call whenever possible**, including:
- Issuing ID cards.
- Handling billing inquiries and payments.
- Providing policy documents.




- Proactively follow up on pending cancellations and assist with reinstatements to help clients retain coverage.
- Document every interaction with **clear and accurate notes** in the AMS/CRM.
- Ensure **error-free processing** of endorsements and other documentation.
**Qualifications**
- **Fluent in Spanish and English** (spoken and written).
- **1+ year of experience** in personal lines service, call center, or client support (insurance agency or carrier preferred).
- Strong **customer service skills**: empathy, active listening, de-escalation, and clear communication.
- Detail-oriented, with accurate data entry and consistent follow-through on tasks.
**Why Join Us**
- Be part of a **mission-driven team** serving and empowering the Latino community.
- Clear **training, SOPs, and supportive leadership** to help you succeed.
- **Opportunities for growth** within personal lines and beyond.
Pay: $15,000.00 - $17,000.00 per month
Application Question(s):
- Have you previously worked in the insurance industry? If so, for how long and in what capacity?
- What CRM systems have you used? How do you document client interactions?
Work Location: In person

📌 Personal Lines Customer Service Representative (México)
🏢 Otro Nivel Recruiting
📍 México