Bilingual Customer Service Representative

LHH · Remote, United States

We are seeking a professional and customer-focused Bilingual Customer Service Representative to support clients within a fast-paced insurance environment. This role is responsible for handling inbound customer inquiries, assisting with policy information, resolving service issues, and ensuring an exceptional customer experience in both English and Spanish. The ideal candidate is empathetic, detail-oriented, and comfortable navigating multiple systems while delivering high-quality service.

Responsibilities

• Handle inbound and outbound customer service calls, emails, and chat inquiries in both English and Spanish.
• Assist policyholders with questions related to coverage, billing, claims status, and policy changes.
• Accurately document all customer interactions within internal systems and CRM tools.
• Resolve customer issues in a timely and professional manner while maintaining a high level of customer satisfaction.
• Process policy updates, endorsements, cancellations, and basic account changes.
• Collaborate with claims, underwriting, and other internal departments to resolve escalated issues.
• Educate customers on policy options, coverage details, and available services.
• Maintain compliance with company policies, insurance regulations, and confidentiality requirements.
• Meet performance metrics related to call quality, response time, and customer satisfaction.

Qualifications

• Bilingual required: Fluent in English and Spanish (spoken and written).
• 1–3+ years of customer service experience, preferably in insurance, financial services, or call center environments.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to handle high-volume inbound calls in a fast-paced environment.
• Proficiency with CRM systems and basic computer applications.
• Strong attention to detail and ability to multitask effectively.
• High school diploma or equivalent required; college education preferred.
• Preferred Qualifications
• Prior experience in Property & Casualty (P&C) insurance, health insurance, or agency support.
• Experience with policy servicing systems or insurance carrier platforms.
• Call center or remote customer service experience.

Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance