Bilingual Licensed Customer Service Agent (8am - 5pm CST)

Role overview

A remote, bilingual customer service role supporting homeowners insurance policyholders across multiple U.S. states. The position focuses on handling high-volume inbound and outbound interactions about policies, billing, and coverage, primarily over the phone with additional chat and email support. Shifts run 8am to 5pm CST, and new hires complete a mandatory paid 10-week training program before handling live customer work.

Responsibilities

- Respond to inbound and outbound customer contacts via phone, chat, and email, addressing questions about policies, payments, cancellations, and coverage details - Create, update, and process homeowners insurance policies, endorsements, payments, and refunds accurately and efficiently - Educate policyholders on coverage details and policy changes so they can make informed decisions about their homes - Coordinate with customers' banks and lenders to collect required documentation and maintain policy compliance - Navigate multiple internal systems and tools simultaneously to resolve inquiries in a timely manner - Identify process improvement opportunities and share feedback to strengthen the customer experience and team effectiveness - Successfully complete the mandatory paid 10-week training program and apply learnings to live customer scenarios

Requirements

- Active Property & Casualty (P&C) or Personal Lines insurance license - Bilingual Spanish-speaking proficiency - At least 6 months of customer service experience in P&C insurance, specifically homeowners/home insurance - Background in a high-volume call center or customer support environment handling inbound calls - Hands-on experience servicing homeowners insurance policies - Comfort navigating multiple tools and platforms simultaneously (for example, Google Workspace and similar systems) - Strong active listening skills and the ability to thrive in a fast-paced, evolving environment with limited structure

Benefits and work setup

- Fully remote position; candidates must reside in one of 32 approved U.S. states, which include AL, AZ, CO, FL, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, and WI - Standard weekday schedule of 8am–5pm CST - Paid 10-week training program to ramp up on systems and policies - Equal opportunity employer; accommodations are available on request for candidates participating in the selection process