Bilingual Insurance Customer Service Representative English & Spanish

Susana Rivas Farmers Insurance; Waukegan (IL); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Life Insurance

Parental Leave

Hands on Training

Tuition Reimbursement

Mon-Fri Schedule

Job summary

Rivas Insurance Agency is seeking a dependable Customer Service Representative to support our insurance clients. Bilingual English/Spanish required for calls, emails, and documentation. Responsibilities include billing questions, policy documents, and service requests, with licensing and ongoing education encouraged.

Join a friendly team that values accuracy, organization, and timely communication and offers training, schedule stability, and opportunities to grow in the insurance field.

Qualifications

• Fluent in English and Spanish, spoken and written; bilingual communication required.
• Strong customer service skills with a professional, patient approach.
• Willingness to learn insurance processes and licensing requirements.

Responsibilities

• Answer incoming calls and respond to client emails in English and Spanish.
• Assist clients with billing questions, payments, policy documents, and service requests.
• Coordinate policy changes, renewals, cancellations and other requests per procedures.
• Follow up with clients and insurance companies to resolve outstanding requests.
• Maintain accurate client records in the agency management system.
• Explain next steps and direct coverage questions to licensed team members.
• Identify client needs and coordinate with licensed agents as needed.
• Complete required licensing, training, and continuing education.

Skills

Bilingual English/Spanish

Customer service

Insurance knowledge

Education

Property & Casualty license (active or pursuing)

Tools

CRM or agency management system

Job description

Job Description

Rivas Insurance Agency is seeking a dependable, organized, and friendly Customer Service Representative to assist our current insurance clients. Fluency in both English and Spanish is required, including speaking, reading, and writing.

You will answer phone calls and emails, handle service requests, and help clients receive timely, accurate assistance. This position requires attention to detail, clear communication, and a willingness to learn the insurance industry.

Benefits

• Paid Time Off (PTO)
• Life Insurance
• Parental Leave
• Hands on Training
• Tuition Reimbursement
• Mon-Fri Schedule

Responsibilities

• Answer incoming calls and respond to client emails in English and Spanish.

• Assist current clients with billing questions, payment inquiries, policy documents, and service requests.

• Coordinate policy changes, renewals, cancellations, and other requests according to agency procedures and licensing requirements.

• Follow up with clients and insurance companies to resolve outstanding requests.

• Maintain accurate client records and document conversations and actions in our agency management system.

• Help clients understand next steps and direct coverage questions to appropriately licensed team members.

• Identify client needs and coordinate with our licensed agents when additional assistance is needed.

• Complete required licensing, training, and continuing education.

Requirements

Fluent English and Spanish—spoken and written. Both languages are mandatory.

Must hold or obtain the required insurance license within the agency’s established timeframe.

Strong customer service skills and a professional, patient approach.

Excellent attention to detail, organization, and follow-through.

Ability to manage multiple requests and prioritize time-sensitive tasks.

Comfortable using email, computers, and learning new software.

Dependable attendance and ability to work collaboratively.

Willingness to learn and follow agency procedures.

Preferred Qualifications

Experience in customer service, insurance, banking, sales, or office administration.

An active Property & Casualty insurance license.

Experience using a CRM or agency management system.

Previous insurance experience is preferred but not required. We welcome candidates who are eager to learn and build a career in insurance.