Bilingual Insurance CSR – Mandarin, Cantonese

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Manage incoming customer calls, address inquiries, and provide assistance with standard insurance-related requests.

• Execute policy modifications, which include adding or removing vehicles and drivers, as well as updating customer details.

• Aid in the preparation of insurance quotes and the collection of information necessary for policy applications.

• Correspond with insurance carriers in English to request information, facilitate changes, and follow up on policy-related issues.

• Route incoming calls to the appropriate team members or departments.

• Support Cantonese- or Mandarin-speaking clients while effectively communicating in English with internal teams and carriers.

• Keep precise customer records, document interactions, and update policy information within the agency management system.

• Ensure prompt follow-up on customer requests, policy adjustments, and outstanding service issues.

• Utilize agency management software and carrier portals to manage customer data and handle routine service inquiries.

⛳️ Requirements

• Proficiency in spoken Cantonese or Mandarin is mandatory; Cantonese is highly preferred.

• Professional-level English communication skills, especially for interactions with insurance carriers and managing written communication.

• Prior experience in customer service, call center operations, client support, or an administrative capacity.

• Strong phone etiquette and confidence in managing customer interactions.

• Exceptional attention to detail when overseeing customer records and policy data.

• Ability to manage multiple requests while ensuring accuracy and organization.

• Strong problem-solving abilities and a customer-centric mindset.

• Willingness to learn new software, agency management systems, and carrier portals.

• Availability to work the complete required schedule in Pacific Time.

• A reliable internet connection and a quiet, professional remote work setting.

• Prior experience in the insurance sector, especially in Personal Lines insurance, is preferred but not essential.

• Familiarity with auto and home insurance policies, endorsements, and policy servicing is preferred.

• Experience with vehicle or driver additions and removals, policy modifications, and insurance quotes is preferred.

• Previous experience with HawkSoft or other Agency Management Systems (AMS) is preferred.

• Understanding of insurance carrier portals and policy administration processes is preferred.

• Fluency in both Cantonese and Mandarin is preferred.

🏝️ Benefits

• Internet allowance.

• Electricity allowance.

• Wellbeing allowance.

• Comprehensive health coverage.

• Performance-based incentives.

• Company-wide success bonuses.

• Annual bonus.

• Performance increments.