- Location
- Mexico City
- Workplace
- Onsite
- Department
- Mexico Billable
- Experience
- 1+ years
- Education
- High School
- Source
- Greenhouse
Description
Job Title: Producer Engagement & Support Representative
Key Skills: Customer Service, Producer Engagement, CRM Management, Outbound Campaigns, Relationship Management, Insurance Operations, Salesforce, HubSpot, Communication Skills, Problem Solving
Experience: 1+ years of experience.
Location: Mexico City, Mexico.
Work Modality: On-site in Mexico City, Mexico. Monday through Friday, 6:00 a.m. to 4:00 p.m., aligned with U.S. business hours.
At Coforge, we are looking for a Producer Engagement & Support Representative (#22549) with the following profile.
Main Responsibilities
• Provide professional support to insurance producers through phone, email, and chat channels.
• Respond to inquiries related to systems, processes, submissions, quotes, and operational support.
• Ensure timely and accurate resolution of producer requests.
• Document all interactions and activities within designated systems and CRM platforms.
• Escalate complex issues when necessary.
• Identify and engage inactive producers through structured reactivation campaigns.
• Execute multi-touch engagement strategies including outbound calls, emails, and chat interactions.
• Follow up with producers who have reduced or stopped submitting business.
• Build relationships that encourage renewed participation and increased quoting and binding activity.
• Identify and document the reasons for producer inactivity.
• Gather feedback regarding processes, systems, products, and service experience.
• Recommend appropriate resources and solutions based on producer needs.
• Identify trends and escalate recurring issues impacting producer engagement.
• Classify producers according to engagement levels (Hot, Warm, Cold).
• Maintain accurate and up-to-date records within CRM systems.
• Update activity logs, follow-up actions, and engagement outcomes.
• Assist producers with portal navigation, training materials, reference guides, and system utilization.
• Support onboarding and reactivation initiatives through educational outreach and guidance.
• Collaborate with Sales and Underwriting teams to align engagement strategies and priorities.
• Participate in calibration sessions, operational reviews, and team meetings.
• Share producer feedback and marketplace insights with internal stakeholders.
• Handle confidential producer, customer, and business information in accordance with company policies and compliance requirements.
• Respond to inquiries related to systems, processes, submissions, quotes, and operational support.
• Ensure timely and accurate resolution of producer requests.
• Document all interactions and activities within designated systems and CRM platforms.
• Escalate complex issues when necessary.
• Identify and engage inactive producers through structured reactivation campaigns.
• Execute multi-touch engagement strategies including outbound calls, emails, and chat interactions.
• Follow up with producers who have reduced or stopped submitting business.
• Build relationships that encourage renewed participation and increased quoting and binding activity.
• Identify and document the reasons for producer inactivity.
• Gather feedback regarding processes, systems, products, and service experience.
• Recommend appropriate resources and solutions based on producer needs.
• Identify trends and escalate recurring issues impacting producer engagement.
• Classify producers according to engagement levels (Hot, Warm, Cold).
• Maintain accurate and up-to-date records within CRM systems.
• Update activity logs, follow-up actions, and engagement outcomes.
• Assist producers with portal navigation, training materials, reference guides, and system utilization.
• Support onboarding and reactivation initiatives through educational outreach and guidance.
• Collaborate with Sales and Underwriting teams to align engagement strategies and priorities.
• Participate in calibration sessions, operational reviews, and team meetings.
• Share producer feedback and marketplace insights with internal stakeholders.
• Handle confidential producer, customer, and business information in accordance with company policies and compliance requirements.
Required Qualifications
• High School Diploma or equivalent.
• Minimum of 1 year of experience in Customer Service, Call Center, Sales Support, Insurance Operations, Account Management Support, or BPO Operations.
• Advanced English proficiency (B2+ or higher).
• Excellent verbal and written communication skills in English.
• Strong organizational, multitasking, and attention-to-detail skills.
• Ability to build effective relationships and deliver a high-quality customer experience.
• Availability to work on-site in Mexico City.
• Availability to work Monday through Friday from 6:00 a.m. to 4:00 p.m.
• Minimum of 1 year of experience in Customer Service, Call Center, Sales Support, Insurance Operations, Account Management Support, or BPO Operations.
• Advanced English proficiency (B2+ or higher).
• Excellent verbal and written communication skills in English.
• Strong organizational, multitasking, and attention-to-detail skills.
• Ability to build effective relationships and deliver a high-quality customer experience.
• Availability to work on-site in Mexico City.
• Availability to work Monday through Friday from 6:00 a.m. to 4:00 p.m.
Preferred Qualifications
• Previous experience in the insurance industry.
• Experience supporting insurance agencies, brokers, producers, or underwriting operations.
• Experience using Salesforce, HubSpot, or similar CRM platforms.
• Experience conducting outbound engagement, retention, or reactivation campaigns.
• Experience supporting U.S.-based clients.
• Familiarity with customer service and operational performance metrics.
• Experience supporting insurance agencies, brokers, producers, or underwriting operations.
• Experience using Salesforce, HubSpot, or similar CRM platforms.
• Experience conducting outbound engagement, retention, or reactivation campaigns.
• Experience supporting U.S.-based clients.
• Familiarity with customer service and operational performance metrics.
Published on: 31-07-2026
At Coforge, we hire professionals solely based on their skills and qualifications and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.
Skills
SalesforceHubSpotUnderwritingComplianceCustomer Service
