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.

• 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.

• 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.

• 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.

 

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.