Insurance Customer Service Representative (Remote, Lima)

About the role

We are seeking an Insurance Customer Service Representative to provide high-quality support to policyholders in a remote, work-from-home setting based in Lima. The role involves handling day-to-day insurance servicing, client communications, and administrative operations across English and Spanish.

Key responsibilities

• Answer inbound calls, emails and service requests professionally in English and Spanish.
• Process policy endorsements, reinstatements, cancellations and renewals; issue ACORD forms and Certificates of Insurance.
• Prepare new business and renewal quotes using carrier portals, rating tools and agency management systems (AMS/CRM).
• Compile and format client proposals, verify 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, both written and verbal.
• Minimum 1 year experience in US personal or commercial lines insurance and customer-facing service.
• Familiarity with ACORD forms, policy servicing workflows and carrier quoting portals.
• Strong problem-solving, time-management and attention-to-detail.
• Available full-time Monday-Friday, schedule aligned with US time zones (PST/MST/EST/CST).

Required skills

• ACORD forms
• Carrier quoting portals
• Agency management systems (AMS/CRM)
• Rating tools