Bilingual Insurance CSR, Mandarin/Cantonese

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

📋 Description

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

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

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

• Interact with insurance carriers in English to request information, implement changes, and follow up on policy issues.

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

• Assist customers who speak Cantonese or Mandarin while clearly and professionally communicating in English with internal teams and carriers.

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

• Follow up on customer inquiries, policy changes, and outstanding service matters.

• Utilize agency management software and carrier portals to manage customer data and process routine service requests.

⛳️ Requirements

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

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

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

• Strong phone etiquette and confidence in managing customer conversations.

• Exceptional attention to detail when handling customer records and policy information.

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

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

• Comfortable with learning new software, agency management systems, and carrier portals.

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

• A stable internet connection and a quiet, professional remote working environment.

• Previous experience in the insurance sector, particularly in Personal Lines insurance, is preferred but not essential.

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

• Experience in managing vehicle or driver additions and removals, policy modifications, and insurance quotes.

• Prior experience with HawkSoft or other Agency Management Systems (AMS).

• Familiarity with insurance carrier portals and policy administration procedures.

• Proficiency in both Cantonese and Mandarin is preferred.

🏝️ Benefits

• Allowances for Internet, Electricity, and Wellbeing.

• Performance-based incentives.

• Company-wide success bonuses.

• Annual bonus.

• Performance increments.

• Remote working arrangement.