Bilingual Producer Engagement & Support Representative
Location: Av. Paseo de la Reforma 342, Mexico City
Work model: 100% on-site
About the Role
We are looking for a Bilingual Producer Engagement & Support Representative to support insurance producers, agents, and brokers.
This role combines B2B Customer Service, Account Support, Producer Engagement, and Reactivation. The selected candidate will respond to inquiries through phone, email, and chat while proactively contacting inactive producers to understand their needs, resolve issues, and encourage them to resume quoting activities.
Key Responsibilities
- Provide professional support to insurance producers through phone, email, and chat.
- Respond to inquiries related to platforms, processes, submissions, quotes, and operational support.
- Ensure timely and accurate resolution of producer requests.
- Proactively contact producers who have reduced or stopped submitting business.
- Conduct outbound calls and follow-up activities to encourage producer reactivation.
- Identify and document the reasons behind producer inactivity.
- Gather feedback regarding processes, systems, products, and service experiences.
- Recommend appropriate resources or solutions based on producer needs.
- Assist producers with portal navigation, training materials, reference guides, and self-service tools.
- Document interactions, outcomes, and follow-up actions in the CRM.
- Classify producers according to their engagement level: Hot, Warm, or Cold.
- Maintain accurate producer records and disposition codes.
- Escalate complex cases to Sales, Underwriting, or Operations when necessary.
- Share producer feedback, recurring issues, and relevant trends with internal stakeholders.
- Participate in calibration meetings and operational reviews.
Required Qualifications
- High School Diploma or equivalent.
- At least one year of experience in Customer Service, Call Center, Sales Support, Account Support, BPO Operations, or a related field.
- Advanced English proficiency, B2+ to C1.
- Excellent verbal and written communication skills in English.
- Experience providing customer support over the phone.
- Willingness to conduct outbound calls and follow-up activities.
- Strong interpersonal, organizational, and multitasking skills.
- Ability to solve problems and handle different requests efficiently.
- Strong attention to detail when documenting interactions and updating records.
- Availability to work 100% on-site at our offices located at Av. Paseo de la Reforma 342, Mexico City.
Preferred Qualifications
- Previous experience in the insurance industry.
- Experience supporting insurance agencies, brokers, producers, or underwriting operations.
- Experience conducting retention, reactivation, or customer engagement campaigns.
- Knowledge of Salesforce, HubSpot, or similar CRM platforms.
- Experience in Customer Success, Account Management Support, or Sales Support.
Job Types: Full-time, Permanent
Pay: $13,000.00 - $15,000.00 per month
Language:
Work Location: In person
