Producer Engagement & Support Representative

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.

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.

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.

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.