Bilingual Commercial Insurance Customer Service Representative (CSR)

1. Role Scope & Objectives Primary Goal: Provide bilingual (Spanish/English) client support for commercial insurance accounts, including inbound customer service, servicing requests, renewals, endorsements, and CRM management. Responsibilities Include: Answer inbound phone calls and respond to client emails Basic customer service requests (policy questions, documents, payments guidance, status updates) Quoting support (collect info, send forms, follow carrier requirements, follow up) Renewals management (60–30–10 day workflow) Certificates of Insurance (COIs) Endorsements processing Claims follow-ups Direct communication with carriers/wholesalers CRM documentation and file management in EZLynx Measurable Outcomes: Same-day response to client calls/emails during shift COIs issued within 24 hours (urgent within 2–4 hours) Endorsements processed within 72 hours (once info is received) 100% of renewals initiated 60 days prior to expiration Accurate EZLynx documentation (no missing notes/docs) 2. Daily Workflow & Task Structure Typical Day: Answer inbound calls and return voicemails Respond to client emails Process COIs and endorsements Handle billing/cancellation notices (coordinate with carrier/finance company) Work renewal list and send required forms Communicate with carriers for underwriting/billing/claims status Update EZLynx notes, tasks, documents Expected Volume (20 hrs/week): 8–15 communications/day (calls + emails; clients + carriers) 2–4 COIs/day 10–15 active renewals/month 5–10 endorsements/month Response Time: Calls/emails: same business day Urgent COIs/time-sensitive requests: 2–4 hours during shift Escalation & Approvals: Coverage strategy, pricing, binding, exceptions - Monica Routine servicing, documentation, carrier follow-up - CSR 3. CRM & Tools Access CRM: EZLynx (primary) Phone: Google Voice phone system Email: Gmail SMS: occasional/manual follow-up when needed Carrier/wholesaler portals: Progressive, CNA, Travelers, Hartford, Liberty, CRC, etc. No ticketing platform Access level: full servicing access in EZLynx 4. Customer Engagement Process Renewals cadence (retention): 60 days: initial outreach 50 days: follow-up email + SMS if needed 40 days: reminder 30 days: renewal forms and signature docs 10 days: confirm docs + payment 2 days: confirmation email (automated) Spanish-speaking clients: 80–85% 5. Working Hours & Scheduling 20 hours/week Time zone: Eastern Time Preferred coverage: 10am–2pm ET 6. Performance Metrics & Reporting KPIs: Response time (calls/emails) COI turnaround time Endorsement turnaround time Renewals initiated on time (60 days) EZLynx documentation accuracy Renewal retention support Reporting: Weekly summary email + EZLynx activity visibility. Review meetings: bi-weekly or monthly with Monica. 7. Onboarding & Implementation Plan Training: Review of internal workflows and SOPs (new business, renewals, COIs, follow-up). Training inside EZLynx (documentation standards, task tracking, pipeline management). Enrollment in carrier demos and webinars offered directly by the insurance companies (Progressive, Travelers, CNA, Hartford, CRC, etc.). Review of recorded training materials available within each carrier portal. Live shadowing sessions with Monica during the first 1–2 weeks