Insurance Customer Service and Bookkeeping Assistant

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JOB TITLE

Insurance Customer Service and Bookkeeping Assistant

JOB ID

PATJO1

INDUSTRY

Insurance

LOCATION

LATAM (Bilingual Spanish & English)

JOB STATUS

Full Time

WORK SCHEDULE

9:00am to 5:00pm CST

SALARY

$7 - $9p/h

TARGET START DATE

ASAP

ROLE OVERVIEW

About the Client:

The client is a fast-growing, full-service insurance brokerage based in Texas, serving a diverse customer base across auto, home, business, commercial, life, and health insurance lines. Located in a high-demand employment area driven by the oil-field industry, the agency has experienced rapid growth and increasing daily operational demands.

Because local hiring has become increasingly difficult, the agency is expanding strategically by building a strong remote support structure. The owner, Patricia, is an experienced insurance professional who currently oversees front-end customer interactions, accounting processes, underwriting coordination, marketing, and daily operations. As the agency prepares to open a second location next year, she is delegating back-office tasks to ensure she can focus on sales, business development, and expansion.

The company values reliability, professionalism, and excellent communication, especially because customer interactions require clear bilingual support in both English and Spanish. The ideal team member will join a collaborative environment where accuracy, accountability, and customer care are essential.

About the Role:

We are seeking a reliable, detail oriented, and proactive Bilingual Insurance Operations Assistant to support both front end customer service and back end administrative and bookkeeping operations for a growing insurance brokerage.

This role is critical to the day to day functioning of the agency. The person in this position will handle a high volume of inbound customer calls, assist with policy related requests, and ensure that all customer information, documentation, and transactions are accurately recorded across internal systems.

The ideal candidate is comfortable working independently in a fast paced environment, has prior experience in insurance or financial services, and understands the importance of accuracy, confidentiality, and professionalism when working with sensitive customer data.

Key Responsibilities

Customer Service and Policy Support

• Answer and manage a high volume of inbound calls from customers.
• Assist clients with common insurance related requests, including payments, vehicle changes, policy updates, address verification, and basic coverage questions.
• Verify customer identity and accurately access policy information within the agency management system.
• Route calls or escalate cases to the appropriate internal agent when needed.
• Communicate clearly and professionally with customers in both English and Spanish.
• Provide reassurance and guidance to Spanish speaking clients who may not speak English.
• Maintain a calm, professional tone at all times, especially during urgent or sensitive situations.

Insurance Documentation and CRM Management

• Accurately update customer records within the agency management system.
• Ensure all policy documents are properly uploaded, signed, and matched to the correct customer and insurance carrier.
• Verify policy details across multiple insurance providers, as the agency represents over 20 different carriers.
• Monitor renewals and ensure customer files are complete and up to date.
• Follow internal procedures to maintain data accuracy and compliance.

Administrative and Bookkeeping Support

• Process daily transactions and payments received from customers.
• Prepare and organize receipts, invoices, and internal transaction records.
• Reconcile daily transactions within QuickBooks and the agency management system.
• Support payroll, accounting, and reporting processes under the guidance of the owner and external bookkeeper.
• Assist with basic bookkeeping tasks related to taxes, reports, and financial documentation.
• Maintain strict confidentiality when handling financial and personal customer information.

Internal Coordination and Operations Support

• Communicate regularly with internal agents to ensure tasks are completed accurately and on time.
• Use Microsoft Teams for daily communication and updates.
• Follow established workflows while proactively identifying areas for improvement.
• Participate in onboarding and training to learn internal systems and insurance processes.
• Provide reliable coverage during business hours to ensure phones are consistently answered.

Qualifications & Skills

• Previous experience in an insurance agency, insurance brokerage, or related financial services environment strongly preferred.
• Experience handling customer service calls in a professional office setting.
• Prior bookkeeping or accounting support experience is highly preferred.
• Experience working with U.S. based companies is a plus.

• Experience with QuickBooks is highly preferred.
• Familiarity with CRM or agency management systems, including Agency Matrix or similar platforms, is a plus.
• Comfortable using digital communication tools such as email, VoIP phone systems, and Microsoft Teams.

• Fluent in both English and Spanish.
• Ability to clearly explain information to Spanish speaking customers who do not speak English.
• Neutral, easy to understand English accent suitable for U.S. based clients.

• Reliable computer and headset suitable for handling frequent phone calls.
• High speed and stable internet connection.