Bilingual Insurance CSR, Mandarin/Cantonese

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

📋 Description

• Manage incoming customer calls and address inquiries related to insurance.

• Provide support for routine requests pertaining to insurance.

• Execute policy modifications, including the addition or removal of vehicles and drivers, as well as updating customer details.

• Aid in preparing insurance quotes and collecting 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 relevant team members or departments.

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

• Ensure accurate customer records are maintained and document all interactions.

• Update policy details within the agency management system.

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

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

⛳️ Requirements

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

• Exceptional English communication skills, especially for interactions with insurance carriers and written correspondence.

• Previous experience in customer service, call center operations, client support, or administrative positions.

• Strong phone etiquette and confidence in managing customer conversations.

• Excellent attention to detail when overseeing customer records and policy information.

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

• Robust problem-solving skills and a customer-oriented mindset.

• Comfortable with learning 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 working environment.

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

• Knowledge of auto and home insurance policies, endorsements, and policy servicing is advantageous.

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

• Familiarity 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.

• Relevant customer service experience will be considered for candidates lacking direct insurance experience.

🏝️ Benefits

• Internet allowance.

• Electricity allowance.

• Wellbeing allowance.

• Performance-based incentives.

• Company-wide success bonuses.

• Annual bonus.

• Performance increments.

• Remote working arrangement.