Bilingual Insurance Customer Service Representative

• Welcome customers and provide professional assistance in English and Spanish.
  
  
• Answer incoming calls, respond to customer questions, and direct requests appropriately.
  
  
• Service existing insurance accounts and process requested account updates.
  
  
• Assist customers with billing questions, payments, balances, and payment arrangements.
  
  
• Review account information for accuracy and update customer records.
  
  
• Prepare, document, and follow up on underwriting memos and requests.
  
  
• Communicate with underwriting regarding missing information, documentation, and account requirements.
  
  
• Follow up with customers to obtain documents or resolve outstanding account issues.
  
  
• Assist with policy changes, renewals, cancellations, reinstatements, and general service requests within the scope of the position.
  
  
• Schedule appointments and manage incoming office communications.
  
  
• Identify additional customer needs and connect customers with a licensed team member.
  
  
• Maintain detailed notes and accurate documentation of customer interactions.
  
  
• Protect confidential customer and agency information.
  
  
• Support the team with administrative responsibilities and special projects.
  
  

• Fluent in both English and Spanish is required.
  
  
• Previous insurance customer service, billing, account management, or office experience is preferred.
  
  
• Strong verbal and written communication skills in both languages.
  
  
• Excellent organization, accuracy, and attention to detail.
  
  
• Ability to explain billing and account information clearly and professionally.
  
  
• Comfortable handling multiple customer requests and competing priorities.
  
  
• Strong follow-through and problem-solving abilities.
  
  
• Dependable, coachable, and willing to learn.
  
  
• Comfortable using computers, email, Microsoft Office, and customer-management systems.
  
  
• Ability to work independently while contributing positively to the team.
  
  
• Insurance licensing or previous State Farm agency experience is a plus.
  
  

• Enjoy solving problems and helping customers understand their accounts.
  
  
• Remain patient and professional during difficult conversations.
  
  
• Take ownership of customer requests through completion.
  
  
• Pay close attention to documentation and account details.
  
  
• Build trusting, long-term relationships with customers and coworkers.
  
  
• Respond positively to coaching and feedback.
  
  
• Are comfortable balancing customer service with administrative responsibilities.