Bilingual Customer Service Representative

LHH is seeking a professional and customer-focused Bilingual Customer Service Representative to support clients within a fast-paced insurance environment. This role involves handling inbound customer inquiries, assisting with policy information, and ensuring an exceptional customer experience in both English and Spanish.

Responsibilities:

• Handle inbound and outbound customer service calls, emails, and chat inquiries in both English and Spanish
• Assist policyholders with questions related to coverage, billing, claims status, and policy changes
• Accurately document all customer interactions within internal systems and CRM tools
• Resolve customer issues in a timely and professional manner while maintaining a high level of customer satisfaction
• Process policy updates, endorsements, cancellations, and basic account changes
• Collaborate with claims, underwriting, and other internal departments to resolve escalated issues
• Educate customers on policy options, coverage details, and available services
• Maintain compliance with company policies, insurance regulations, and confidentiality requirements
• Meet performance metrics related to call quality, response time, and customer satisfaction

Requirements:

• Bilingual required: Fluent in English and Spanish (spoken and written)
• 1–3+ years of customer service experience, preferably in insurance, financial services, or call center environments
• Strong communication and interpersonal skills with a customer-first mindset
• Ability to handle high-volume inbound calls in a fast-paced environment
• Proficiency with CRM systems and basic computer applications
• Strong attention to detail and ability to multitask effectively
• High school diploma or equivalent required; college education preferred
• Prior experience in Property & Casualty (P&C) insurance, health insurance, or agency support
• Experience with policy servicing systems or insurance carrier platforms
• Call center or remote customer service experience