[Hiring] Licensed Insurance Customer Service Representative @Pavago

Role Description

At Pavago, one of our clients is hiring a Licensed Insurance Customer Service Representative (P&C) to support a U.S.-based insurance agency with policy servicing, quoting, renewals, and day-to-day customer support. This is a client-facing insurance role where you’ll communicate directly with policyholders, prospects, carriers, and agency teams. You’ll help customers understand their coverage, process policy requests accurately, prepare quotes, and ensure every interaction is handled professionally and efficiently.

An active U.S. Property & Casualty (P&C) insurance license is required, either resident or non-resident. If additional state licenses are needed for the role, the client will assist with obtaining them.

What You’ll Own

• Policy Servicing
  • Handle policy changes, endorsements, renewals, cancellations, and other servicing requests.
  • Respond to policyholder questions accurately and professionally.
  • Review policy information and assist clients with coverage-related questions.
  • Maintain detailed records of customer interactions and policy activities.
  • Ensure servicing requests are completed accurately and within expected timelines.
  • Follow agency procedures and applicable insurance regulations.
• Insurance Quoting & Renewals
  • Prepare insurance quotes for new and existing customers.
  • Gather information required to generate accurate quotes.
  • Explain available coverage options and policy details clearly.
  • Follow up with prospects regarding outstanding quotes.
  • Support existing customers throughout the renewal process.
  • Help identify and resolve issues that could delay quotes or renewals.
• Customer Service
  • Handle inbound and outbound calls with policyholders and prospects.
  • Respond to customer emails and servicing requests promptly.
  • Build strong relationships through responsive, professional communication.
  • Help resolve customer concerns while maintaining a positive experience.
  • Ensure clients receive clear updates regarding outstanding requests.
• Carrier & Agency Coordination
  • Communicate with insurance carriers regarding:
    • Underwriting requirements
    • Policy changes
    • Coverage questions
    • Documentation
    • Renewals
  • Coordinate with producers and other agency team members.
  • Process and organize policy documentation.
  • Maintain accurate records within the agency management system.
  • Follow up with carriers and internal stakeholders until requests are fully resolved.

Qualifications

• Active U.S. Property & Casualty insurance license.
• Hands-on experience working with P&C insurance policies.
• Enjoy helping customers and solving servicing issues.
• Confident and professional communication by phone and email.
• Understanding of accuracy and compliance in insurance.
• Ability to manage multiple customer requests without losing track of details.
• Comfortable working independently in a remote environment.
• Ownership of requests from initial contact through resolution.

Requirements

• Active U.S. Property & Casualty (P&C) Insurance License, resident or non-resident.
• Minimum 1 year of Property & Casualty insurance experience with an insurance agency or carrier.
• Experience with Personal Lines, Commercial Lines, or both.
• Experience handling policy servicing, customer inquiries, and insurance documentation.
• Comfortable handling inbound and outbound calls with policyholders, prospects, and carriers.
• Excellent written and verbal English communication skills.
• Strong attention to detail and organizational skills.
• Ability to work during U.S. business hours.
• Reliable high-speed internet and a dedicated home-office setup.
• Must be located outside the United States.

Nice to Have

• Experience supporting both Personal and Commercial Lines.
• Familiarity with major U.S. insurance carriers.
• Previous experience working remotely for a U.S.-based insurance agency.
• Experience supporting multiple insurance producers or agency teams.
• Familiarity with agency management systems such as:
  • Applied Epic
  • AMS360
  • HawkSoft
  • EZLynx
  • QQCatalyst
  • Vertafore
  • Similar insurance platforms

What a Typical Day Looks Like

You’ll start by reviewing new customer inquiries, policy requests, endorsements, renewals, and outstanding follow-ups. Throughout the day, you may:

• Respond to policyholder calls and emails.
• Process endorsements and policy changes.
• Prepare insurance quotes.
• Explain coverage and policy information to customers.
• Follow up on quotes and upcoming renewals.
• Contact carriers regarding underwriting or servicing requests.
• Update customer and policy records in the agency management system.
• Coordinate with producers and other agency team members.
• Follow outstanding requests through to completion.

What Success Looks Like

• Fast and accurate handling of policy servicing requests.
• High-quality customer communication and responsiveness.
• Accurate quotes, documentation, and agency records.
• Timely completion of endorsements and renewals.
• Strong follow-through on customer and carrier requests.
• Consistent compliance with agency procedures.
• Positive customer and agency-team feedback.
• Minimal errors or unresolved servicing requests.

Interview Process

• Initial Recruiter Screening
• Client Interview
• Offer Stage

What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. It’s a short, self-recorded video completed on your own time and is the final step that completes your application. Instead of repeating yourself across multiple screening calls, you get to introduce yourself once and let your story carry forward. Hiring managers can see how you communicate before meeting you, making future interviews more focused and meaningful. You can record your video as many times as you like before submitting it — only your final submission will be reviewed. Please keep an eye on both your inbox and spam folder for your Spark Hire invitation.

Apply Now

If you’re a licensed P&C insurance professional who enjoys customer service, policy servicing, quoting, and helping clients understand their coverage, we’d love to hear from you. Apply today and bring your U.S. insurance experience to a fully remote client-facing role.