Bilingual Licensed Customer Service Agent CST

Role overview

A remote, bilingual customer service role supporting homeowners insurance policyholders across multiple U.S. states. The position focuses on handling high-volume inbound and outbound interactions about policies, billing, and coverage, primarily over the phone with additional chat and email support. Shifts run 8am to 5pm CST, and new hires complete a mandatory paid 10-week training program before handling live customer work.

• Respond to inbound and outbound customer contacts via phone, chat, and email, addressing questions about policies, payments, cancellations, and coverage details
• Create, update, and process homeowners insurance policies, endorsements, payments, and refunds accurately and efficiently
• Educate policyholders on coverage details and policy changes so they can make informed decisions about their homes
• Coordinate with customers' banks and lenders to collect required documentation and maintain policy compliance
• Navigate multiple internal systems and tools simultaneously to resolve inquiries in a timely manner
• Identify process improvement opportunities and share feedback to strengthen the customer experience and team effectiveness
• Successfully complete the mandatory paid 10-week training program and apply learnings to live customer scenarios

• Active Property & Casualty (P&C) or Personal Lines insurance license
• Bilingual Spanish-speaking proficiency
• At least 6 months of customer service experience in P&C insurance, specifically homeowners/home insurance
• Background in a high-volume call center or customer support environment handling inbound calls
• Hands-on experience servicing homeowners insurance policies
• Comfort navigating multiple tools and platforms simultaneously (for example, Google Workspace and similar systems)
• Strong active listening skills and the ability to thrive in a fast-paced, evolving environment with limited structure

• Fully remote position; candidates must reside in one of 32 approved U.S. states, which include AL, AZ, CO, FL, , IL, IN, KS, KY, LA, MA, MD, ME, MI, MO, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, VT, VA, WA, and WI
• Standard weekday schedule of 8am–5pm CST
• Paid 10-week training program to ramp up on systems and policies
• Equal opportunity employer; accommodations are available on request for candidates participating in the selection process