JOB SUMMARY

Here’s a polished job description you can use for a Bilingual Insurance Agency Customer Service Representative (CSR):
Job Title: Bilingual Insurance Agency Customer Service Representative (CSR)
Location: Durham, NC
Job Type: Full-Time

ABOUT US:

We are a growing independent insurance agency committed to providing exceptional service and trusted guidance to our clients. We are looking for a motivated and personable Bilingual Customer Service Representative (CSR) to join our team and support both English- and Spanish-speaking customers.

POSITION OVERVIEW:

The Bilingual CSR will be responsible for assisting clients with their insurance needs, providing excellent customer service, processing policy changes, and supporting the agency team. The ideal candidate will be fluent in English and Spanish, have strong communication skills, and a passion for helping people protect what matters most.

QUALIFICATIONS:

• Bilingual (English and Spanish) required.
• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Prior customer service experience required; insurance industry experience preferred.
• Strong communication, interpersonal, and problem-solving skills.
• Detail-oriented with ability to handle multiple tasks in a fast-paced environment.
• Proficient in Microsoft Office and comfortable learning new software systems.

• Serve as the first point of contact for client inquiries by phone, email, or in person.
• Assist clients with policy questions, billing, payments, claims, and coverage explanations.
• Process policy changes, endorsements, cancellations, and renewals accurately and promptly.
• Provide quotes and support agents in preparing insurance proposals.
• Maintain client records in the agency management system.
• Translate and communicate effectively with Spanish-speaking clients to ensure understanding of policies and services.
• Build positive client relationships and support retention through exceptional service.
• Collaborate with team members to achieve agency goals.