Insurance Customer Service Representative (Remote, English/Spanish)

About the role

We are seeking an Insurance Customer Service Representative to provide high‑quality support to policyholders in a remote environment. The role involves handling inbound communications, processing policy changes, and coordinating with carriers while working in English and Spanish.

Key responsibilities

• Answer inbound calls, emails, and service requests professionally in English and Spanish.
• Process policy endorsements, reinstatements, cancellations, and renewals; issue ACORD forms and Certificates of Insurance.
• Prepare new business and renewal quotes using carrier portals, rating tools, and agency management systems (AMS/CRM).
• Compile and format client proposals, verifying exposure data, limits, and classifications.
• Communicate directly with carriers to resolve underwriting questions and obtain missing information.
• Maintain accurate, audit‑ready client records and track renewal deadlines.
• Escalate complex billing, claims, coverage, or underwriting matters to team leaders.

Required profile

• Located in Islamabad or Lahore, Pakistan with reliable work‑from‑home setup.
• Fluent in Spanish and English (verbal and written).
• Minimum 1 year experience in US insurance (personal or commercial lines) and customer‑facing service.
• Familiarity with ACORD forms, policy servicing workflows, and carrier quoting portals.
• Strong problem‑solving, time‑management, and attention‑to‑detail.
• Available full‑time Monday‑Friday, schedule based on client requirements (PST/MST/EST/CST).

Required skills

• ACORD forms
• Policy servicing workflows
• Carrier quoting portals
• Agency management systems (AMS/CRM)
• Rating tools