Bilingual Insurance CSR, Mandarin/Cantonese
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Job Description
Bilingual Insurance CSR supporting Cantonese- and Mandarin-speaking customers for Savvital’s insurance client. Handling calls, policy changes, quotes, carrier coordination, and customer records remotely.
Responsibilities:
- Handle incoming customer calls and respond to insurance-related inquiries
- Provide assistance 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 professionally in English with internal teams and carriers
- Maintain accurate customer records and document interactions
- 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 preferred
- Experience handling vehicle or driver additions and removals, policy changes, and insurance quotations preferred
- Previous experience using HawkSoft or other Agency Management Systems (AMS) preferred
- Familiarity with insurance carrier portals and policy administration processes preferred
- Fluency in both Cantonese and Mandarin preferred
- Relevant customer service experience accepted for candidates without direct insurance experience
Benefits:
- Internet allowance
- Electricity allowance
- Wellbeing allowance
- Performance-based incentives
- Company-wide success bonuses
- Annual bonus
- Performance increments
- Remote working arrangement
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