Remote CSR & Policy Administration Representative

We are looking for a highly organized, empathetic, and bilingual customer-focused individual to join our team at Andor Insurance as a Customer Service & Policy Administration Representative (CSR / Administrative Assistant). This is a licensed role requiring an active insurance producer license, ideal for a detail-oriented professional who thrives in a fast-paced environment and takes pride in delivering exceptional service. You will be the backbone of our daily operations, keeping our agency management system accurate and up to date while serving as a friendly, knowledgeable first point of contact for our clients, including expanding our service reach to underserved Spanish-speaking communities in key regions such as Texas and California.

Key Responsibilities

Policy Administration

• Retrieve policy documents, dec pages, endorsements, and renewal packets from carrier portals.
• Managing, quoting, shopping and entering renewals and new policies in the CRM to assist the producers.
• Enter new policies, endorsements, cancellations, and renewals accurately into EZLynx (Easy Links) and various insurer portals.
• Maintain organized, compliant, and up-to-date client files and documentation.
• Process certificate of insurance requests and follow up on outstanding items.
• Audit policy records for accuracy and completeness.

Customer Service & Support

• Handle inbound and outbound client communication via phone, email, and text with empathy and active listening, especially during challenging moments for clients.
• Consistently uphold our agency philosophy to "underpromise and overdeliver" in all client interactions.
• Assist clients with billing inquiries—explaining statements, payment options, and resolving discrepancies.
• Answer coverage-related questions and assist clients directly with policy recommendations and guidance.
• Follow up proactively with clients on renewals, missing documents, and pending requests.
• Provide a warm, professional, and empathetic experience that reflects the agency's commitment to service.

General Operations Support

• Support licensed agents and producers with administrative and sales support tasks.
• Coordinate with carriers and vendors on routine service matters.
• Assist with reporting, data entry, high-volume task management, and workflow improvements as needed.

If this opportunity aligns with your experience, we encourage you to apply directly. For additional consideration, you may contact Jason at 512-921-7537 to express your interest. If you are unable to reach him, feel free to leave a brief, thoughtful text message and we will return your call.

Requirements & Qualifications

• Licensing & Experience: An active Insurance Producer License is required. 3 to 5 years of prior experience in administrative or customer service roles in the insurance industry is preferred.
• Language Proficiency: Full bilingual fluency in English and Spanish (both written and spoken) is required. Clear, professional communication is essential for client-facing interactions and expanding coverage in underserved Spanish-speaking communities in Texas and California.
• Technical Skills: Strong proficiency in CRM software, in both commercial and personal lines software, (such as EZLynx / Easy Links) and various insurer portals for data entry, policy updates, and renewal management.
• Communication & Empathy: Strong ability to handle phone interactions with active listening, empathy during difficult situations, and a dedication to "underpromising and overdelivering."
• Multitasking & Organization: Proven capability to manage a high volume of work, switch efficiently between multiple tasks/projects, and solve problems proactively in a fast-paced office setting.
• Attention to Detail: Exceptional precision and accuracy in data entry and client record maintenance.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Parental leave
• Work from home

Work Location: Remote