Bilingual Insurance CSR, Mandarin/Cantonese
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Job Description
Bilingual Insurance CSR supporting Cantonese- or Mandarin-speaking insurance customers. Handling policy servicing, quotes, carrier coordination, and customer records remotely.
Responsibilities:
- Handle incoming customer calls, respond to inquiries, and assist with routine insurance-related requests
- Process policy changes, including adding or removing vehicles and drivers and updating customer information
- Assist with preparing insurance quotes and gathering information for policy applications
- Communicate with insurance carriers in English to request information, process changes, and follow up on policy matters
- Direct incoming calls to appropriate team members or departments
- Assist Cantonese- or Mandarin-speaking customers while communicating clearly and professionally in English with internal teams and carriers
- Maintain accurate customer records, document interactions, and update policy information in the agency management system
- Follow up on customer requests, policy changes, and pending service matters
- Use agency management software and carrier portals to manage customer information and process routine service requests
Requirements:
- Fluency in spoken Cantonese or Mandarin is required; Cantonese is strongly preferred
- Professional-level English communication skills, particularly for speaking with insurance carriers and handling written correspondence
- Previous experience in customer service, call center operations, client support, or an administrative role
- Strong phone etiquette and confidence handling customer conversations
- Excellent attention to detail when managing customer records and policy information
- Ability to handle multiple requests while maintaining accuracy and organization
- Strong problem-solving skills and a customer-focused approach
- Comfortable learning new software, agency management systems, and carrier portals
- Availability to work the full required schedule in Pacific Time
- A stable internet connection and a quiet, professional remote working environment
- Previous experience in the insurance industry, particularly Personal Lines insurance, preferred but not mandatory
- Familiarity with auto and home insurance policies, endorsements, and policy servicing
- Experience handling vehicle or driver additions and removals, policy changes, and insurance quotations
- Previous experience using HawkSoft or other Agency Management Systems (AMS)
- Familiarity with insurance carrier portals and policy administration processes
- Fluency in both Cantonese and Mandarin preferred
Benefits:
- Allowances for Internet, Electricity, and Wellbeing
- Performance-based incentives
- Company-wide success bonuses
- Annual bonus
- Performance increments
- Remote working arrangement
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