Virtual Insurance Agent

Job Title: Virtual Insurance Customer Service Representative (CSR)
Company: Vicinity Insurance Agency, Corp.
Location: Remote
Type: Full-Time | Bilingual (English/Spanish Preferred)
Supervisor: Joao Pereira, Principal Agent

About Us:
Vicinity Insurance Agency is an independent insurance agency serving clients with excellence across Auto, Home, Business, and Life insurance. We work with top carriers like Erie, Progressive, and more. We are currently seeking a proactive and detail-oriented Virtual Customer Service Representative (CSR) to join our remote team and support our day-to-day operations.

Key Responsibilities:

1. Communication & Client Support

Promptly return missed calls (business and after-hours)

Contact clients with late payments or recently canceled policies eligible for reinstatement

Collect and organize Statement of No Loss forms as needed

Document communications accurately in our CRM (Hawksoft)

2. Payment Processing & Documentation

Save and name payment records using a standardized format

Upload signed applications, endorsements, and policy docs to Hawksoft

3. Carrier Email & Portal Monitoring

Monitor and respond to daily emails from AIC, Trexis, National General, and Assurance America

Log into Progressive SmartView and National General portals to address policy alerts (pending cancellations, payment issues, underwriting)

4. Client Retention & Cross-Selling

Assist with outreach based on Erie client lists (renewals, rewrites, document requests)

Support renewal preparation by gathering declarations, prior COIs, and loss runs

5. Certificates of Insurance (COIs)

Respond to COI requests with urgency

Include required Additional Insured or Waiver of Subrogation language

Save all COIs in the shared folder using proper naming conventions

6. Inbox & Communication Tools

Monitor Lightspeed Voice for client texts and respond or escalate as needed

Keep up with email and text communications daily

Qualifications:

Minimum 1 year of experience in an insurance CSR role

Familiarity with Hawksoft, Lightspeed Voice, and major carrier portals (preferred)

Strong attention to detail and organizational skills

Bilingual (English/Spanish) is a plus

Must be self-motivated and able to work independently in a remote environment

Why Join Us?

Work with a growing, tech-forward agency

Remote flexibility

Opportunity for growth and cross-training

Supportive leadership and structured workflow