Insurance Customer Service Representative (Bilingual)

About the role

We are seeking a bilingual Insurance Customer Service Representative to provide high‑quality support to policyholders in a remote setting. The role involves handling day‑to‑day insurance servicing, client communications, and administrative operations for US personal and commercial lines.

Key responsibilities

• Answer inbound calls, emails and service requests in Spanish and English.
• Process policy endorsements, reinstatements, cancellations, renewals and issue ACORD forms and Certificates of Insurance.
• Prepare new business and renewal quotes using carrier portals, rating tools and agency management systems.
• Compile and format client proposals, verifying exposure data, limits and classifications.
• Communicate with carriers to resolve underwriting questions and obtain missing information.
• Maintain accurate, audit‑ready client records and track renewal deadlines.
• Escalate complex billing, claims, coverage or underwriting issues to team leaders.

Required profile

• Located in Lima, Peru with a reliable work‑from‑home setup (power backup and stable internet).
• Fluent in Spanish and English (verbal and written).
• Prior experience in US insurance (personal or commercial lines) and customer‑facing service.
• Familiarity with ACORD forms, policy servicing workflows and carrier quoting portals.
• Strong problem‑solving, time‑management and attention to detail.

Required skills

• ACORD forms
• Policy servicing workflows
• Carrier quoting portals
• Agency Management Systems (AMS/CRM)
• Rating tools