Insurance Associate (Spanish) - Guatemala at Savvital

ABOUT THE COMPANY

Savvital is a forward-thinking organization that provides diversified services to small and medium-sized businesses in the international market to enable them to build their future while benefiting from our customized solutions. Our team of educated experts are motivated individuals excited to handle tasks that can bring capacity to your workday. Our mission is to provide an affordable solution to growing companies through strategic task delegation. We envision creating an ecosystem that resonates with the human touch every business needs.

ABOUT THE ROLE

We are looking for a high-impact Virtual CSR / Gatekeeper to act as the frontline of a fast-growing agency managing six office locations and approximately $6M in premium. With an 80/20 split focused on Personal Lines (Home & Auto) and smaller Commercial accounts, this role is critical in providing the structure and bandwidth needed following recent team changes.

As the first point of contact, you will be the "engine" that keeps the agency running smoothly—filtering inbound traffic, managing essential servicing tasks, and ensuring our licensed producers can stay focused on high-level sales and revenue generation.

WHAT YOU’LL BE DOING

Call Management & Intake

• Act as the primary gatekeeper for all inbound communication, ensuring a professional and welcoming first impression.
• Expertly filter calls and conduct thorough intake to capture accurate client information before routing to the appropriate department.
• Prioritize urgent client needs and manage follow-up expectations effectively.

Policy Servicing & Admin Support

• Process insurance payments and handle basic billing inquiries.
• Manage policy endorsements and administrative updates within the agency management system.
• Provide comprehensive back-office support to ensure documentation is accurate and up to date.

Operational Efficiency

• Bridge the gap in team bandwidth by handling repetitive servicing tasks.
• Maintain clear communication between the client and the internal production team.
• Utilize the tech stack to document all interactions and ensure no client request falls through the cracks.

TECH STACK

• Agency Management: Zywave
• VOIP: Ooma
• Communication: Standard email and office productivity tools

WHAT WE’RE LOOKING FOR

Core Requirements

• Bilingual Proficiency: Must be fluent in both English and Spanish to support a client base that is ~60% Spanish-speaking.
• Communication Skills: Exceptional verbal and written clarity; ability to handle high-volume inbound calls with confidence and poise.
• Insurance Experience: Prior experience with insurance servicing tasks (endorsements, intake, payments) is highly preferred.
• Technical Aptitude: Comfortable working within Zywave or similar Agency Management Systems and VOIP platforms.

Mindset & Fit

• Proactive Problem Solver: You don’t just take a message; you look for ways to resolve the client's basic needs on the first call.
• Detail-Oriented: Meticulous about capturing data accurately to support the agency’s workflows.
• Resilient: Comfortable in a fast-paced environment where your role directly impacts the team's ability to scale.

KEY PERFORMANCE INDICATORS

• Intake Accuracy: 100% completion of required intake forms before routing to agents.
• Response Time: Maintaining low abandonment rates and high speed-to-answer on inbound lines.
• Sales Enablement: Measurable increase in licensed agent "selling time" due to diverted servicing tasks.

This is a high-impact role where you will directly support a business that values structure and efficiency. Your ability to manage calls and support servicing tasks will directly enable the agency’s growth.

COMPENSATION & BENEFITS

• Base Salary: Market Competitive.
• Allowances: Internet, Electricity, and Wellbeing.
• Medical Insurance: Provided for you.
• Bonuses: Performance-based, annual, and company-wide success bonuses.