Job Description

Bilingual Personal Lines Customer Service Representative (CSR)

Job Summary

Seeking a detail-oriented and customer-focused Bilingual Personal Lines Customer Service Representative (CSR) to provide exceptional service and support for personal lines insurance clients. The ideal candidate has proven experience in account management, is fluent in English and Spanish, and thrives in a collaborative, client-centered environment.

Responsibilities

• Act as the primary contact for personal lines clients, addressing inquiries, requests, and policy changes in a prompt and professional manner.
• Provide customized insurance advice tailored to individual client needs, ensuring their policies meet both current and future requirements.
• Manage an assigned portfolio of clients with a focus on retention, satisfaction, and cross-selling opportunities.
• Process renewals, endorsements, claims, and policy changes efficiently and accurately, ensuring all documentation meets compliance standards.
• Communicate effectively with clients in English and Spanish, providing education and guidance on insurance products, processes, and claims.
• Proactively identify upselling and cross-selling opportunities to enhance client coverage and build long-term relationships.
• Collaborate with underwriters, carriers, and other departments to resolve client issues promptly.
• Maintain meticulous records of client interactions and transactions within the CRM system.
• Stay informed on industry trends, policy changes, and regulatory updates to provide clients with the most current and relevant information.

Qualifications/Requirements

• Language Proficiency: Fluency in English and Spanish is required.
• Education: High school diploma or equivalent required.
• Licensing: Current and active insurance license for personal lines is required (or the ability to obtain licensing within a specified timeframe).
• Experience: 2+ years of experience in customer service, insurance, or account management, with knowledge of personal lines insurance products.
• Technical Skills: Proficiency with CRM software and standard office tools, such as Microsoft Office (Word, Excel, Outlook).
• Soft Skills: Strong interpersonal, communication, and organizational abilities. Demonstrated empathy, patience, and cultural sensitivity in client interactions.
• Problem-Solving: Ability to analyze client needs, offer tailored solutions, and resolve issues efficiently.
• Time Management: Skilled in prioritizing tasks in a fast-paced and deadline-driven environment.
• Team Player: Proven ability to collaborate and communicate effectively with internal teams while maintaining a strong focus on client satisfaction.

Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion.

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