Bilingual Producer Engagement & Support Representative

Location: Av. Paseo de la Reforma 342, Mexico City
Work Model: 100% On-site | Full-time | Monday to Saturday aligned with U.S. business hours

About the Role

We are seeking a highly motivated and customer-focused Producer Engagement & Support Representative to join our team. In this role, you will serve as a key point of contact for insurance producers, providing support through phone, email, and chat channels while driving producer engagement and reactivation initiatives.

The adecuado candidate will excel at building relationships, identifying producer needs, resolving inquiries, and supporting outreach campaigns designed to increase quoting and binding activity. This position plays a critical role in strengthening collaboration between producers, sales teams, underwriting teams, and operational support functions.

Responsibilities

- Provide support to insurance producers through phone, email, and chat, ensuring a high-quality service experience.
- Resolve inquiries related to systems, processes, submissions, quotes, and operational requests in a timely and accurate manner.
- Execute outbound engagement campaigns to reconnect with inactive producers and increase quoting and binding activity.
- Build and maintain strong relationships with producers to encourage participation and ongoing business activity.
- Identify the causes of producer inactivity, gather feedback, and recommend appropriate solutions or resources.
- Maintain accurate CRM records, including producer classifications, activity logs, follow-up actions, and engagement outcomes.
- Assist producers with onboarding, portal navigation, training materials, and available self-service tools.
- Collaborate with Sales, Underwriting,



and Operations teams to improve producer engagement, satisfaction, and overall business performance.

Requirements

- 4+ year of experience in Customer Service, Call Center, Sales Support, Insurance Operations, Account Management Support, or BPO environments.
- Advanced English proficiency (C1) required.
- Excellent verbal and written communication skills.
- Strong relationship-building and customer service abilities.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Proficiency in CRM systems and business applications.
- Experience handling inbound and outbound interactions.
- Ability to identify customer needs and recommend appropriate solutions.
- Strong problem-solving and critical-thinking skills.

Desired Skills

- Customer-centric mindset.
- Relationship management and stakeholder engagement.
- Consultative communication skills.
- Active listening and empathy.
- Time management and prioritization.
- Attention to detail and data accuracy.
- Adaptability and accountability.
- Team collaboration and cross-functional partnership.

Preferred Qualifications

- Experience within the insurance industry.
- Experience supporting insurance agencies, brokers, producers, or underwriting operations.
- Knowledge of insurance submissions, quoting, or policy processes.
- Experience using Salesforce, HubSpot, or similar CRM platforms.
- Experience conducting retention, engagement, or reactivation campaigns.
- Experience supporting U.S.-based clients or operations.
- Understanding of producer lifecycle management and engagement strategies.

Job Types: Full-time, Permanent

Pay: $15,000.00 - $15,500.00 per month

Language:

- English (Required)

Work Location: In person

📌 Producer Engagement & Support Representative (México)
🏢 Coforge
📍 México