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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates fluency in Cantonese and Mandarin while providing exceptional customer service in the insurance industry. Proficient in managing customer records and processing policy changes using agency management systems and carrier portals.
Highest-signal resume keywords
Fluency In CantoneseFluency In MandarinCustomer Service ExperienceAgency Management Systems (AMS)Insurance Policy Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Policy Changes ProcessingInsurance QuotationsCustomer Record ManagementAttention To DetailProblem-Solving Skills
Soft Skills
Strong Phone EtiquetteProfessional CommunicationOrganizational SkillsCustomer-Focused Approach
Tools & Technologies
HawkSoftAgency Management SoftwareCarrier Portals
Industry Keywords
Personal Lines InsuranceAuto InsuranceHome InsurancePolicy Servicing
About the role
Key responsibilities & impact- Handle incoming customer calls, respond to inquiries, and assist with routine insurance-related requests
- Process policy changes, including adding or removing vehicles and drivers and updating customer information
- Assist with preparing insurance quotes and gathering information for policy applications
- Communicate with insurance carriers in English to request information, process changes, and follow up on policy matters
- Direct incoming calls to appropriate team members or departments
- Assist Cantonese- or Mandarin-speaking customers while communicating clearly and professionally in English with internal teams and carriers
- Maintain accurate customer records, document interactions, and update policy information in the agency management system
- Ensure timely follow-up on customer requests, policy changes, and pending service matters
- Use agency management software and carrier portals to manage customer information and process routine service requests
Requirements
What you’ll need- Fluency in spoken Cantonese or Mandarin is required; Cantonese is strongly preferred
- Professional-level English communication skills, particularly for speaking with insurance carriers and handling written correspondence
- Previous experience in customer service, call center operations, client support, or an administrative role
- Strong phone etiquette and confidence handling customer conversations
- Excellent attention to detail when managing customer records and policy information
- Ability to handle multiple requests while maintaining accuracy and organization
- Strong problem-solving skills and a customer-focused approach
- Comfortable learning new software, agency management systems, and carrier portals
- Availability to work the full required schedule in Pacific Time
- A stable internet connection and a quiet, professional remote working environment
- Previous experience in the insurance industry, particularly Personal Lines insurance, preferred but not mandatory
- Familiarity with auto and home insurance policies, endorsements, and policy servicing preferred
- Experience handling vehicle or driver additions and removals, policy changes, and insurance quotations preferred
- Previous experience using HawkSoft or other Agency Management Systems (AMS) preferred
- Familiarity with insurance carrier portals and policy administration processes preferred
- Fluency in both Cantonese and Mandarin preferred
Benefits
Comp & perks- Internet allowance
- Electricity allowance
- Wellbeing allowance
- Comprehensive health coverage
- Performance-based incentives
- Company-wide success bonuses
- Annual bonus
- Performance increments