Job Title:
Producer Engagement & Support Representative Key Skills:
Customer Service, Producer Engagement, CRM Management, Outbound Campaigns, Relationship Management, Insurance Operations, Salesforce, Hub Spot, 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 educational outreach and guidance. • Collaborate with Sales and Underwriting teams to align engagement strategies and priorities. • Participate in calibration sessions, operational reviews, and team meetings. • Share producer feedback and marketplace insights with internal stakeholders. • Handle confidential producer, customer, and business information in accordance with company policies and compliance requirements. Required Qualifications • High School Diploma or equivalent. • Minimum of 1 year of experience in Customer Service, Call Center, Sales Support, Insurance Operations, Account Management Support, or BPO Operations. • Advanced English proficiency (B2+ or higher). • Excellent verbal and written communication skills in English. • Strong organizational, multitasking, and attention-to-detail skills. • Ability to build effective relationships and deliver a high-quality customer experience. • Availability to work on-site in Mexico City. • Availability to work Monday through Friday from 6:00 a.m. to 4:00 p.m. Preferred Qualifications • Previous experience in the insurance industry. • Experience supporting insurance agencies, brokers, producers, or underwriting operations. • Experience using Salesforce, Hub Spot, or similar CRM platforms. • Experience conducting outbound engagement, retention, or reactivation campaigns. • Experience supporting U. S.-based clients. • Familiarity with customer service and operational performance metrics.
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📌 Producer engagement & support representative (El Salto)
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📍 El Salto