Bilingual Insurance Customer Service Representative (CSR)

Job Description

Quiñónez Agencies | Norman, Oklahoma | In-office | Full-time

Build a career helping people protect what matters.

Quiñónez Agencies is a growing insurance agency in Norman, Oklahoma. We're looking for a dependable, bilingual English/Spanish Customer Service Representative who enjoys helping people, takes ownership of their work, and makes sure our clients receive excellent service.

This is more than a receptionist position. You'll help manage the day-to-day client experience by handling service requests, supporting new-client onboarding, tracking renewals and outstanding documents, and making sure important follow-ups don't get missed.

You'll also help us identify opportunities to better protect our clients. When a client needs an additional policy or coverage review, you'll document the opportunity and connect them with our licensed insurance team.

You don't have to be a salesperson. We need someone who is excellent at service, organized, comfortable on the phone, and proactive about helping clients and supporting the team.

Schedule and compensation

• Full-time, in-office position in Norman, Oklahoma.
• Monday–Friday, 8:30 a.m.–5:30 p.m.
• Hour Lunch 12:30-1:30
• Annual base salary of $30,000. Plus Bonuses

Bonus opportunities based on the agency's compensation plan and performance criteria.

Training and support to learn our systems, procedures, and insurance service workflows.

Benefits

• Career Growth Opportunities
• Flexible Schedule
• Mon-Fri Schedule

Responsibilities

Client service

• Answer incoming calls and help clients with routine service questions.
• Assist English- and Spanish-speaking clients by phone and in person.
• Help clients with policy documents, ID cards, certificates of insurance, and other service requests within your training and authority.
• Provide a welcoming, professional experience for clients visiting our office.
• Escalate coverage questions and decisions that require a licensed insurance professional.

Onboarding, renewals and follow-through

• Help onboard new clients and collect outstanding documents.
• Track pending cancellations, renewal tasks, missing information, and other important account alerts.
• Follow up with clients so requests and deadlines don't fall through the cracks.
• Maintain accurate client records and notes in our agency management system.
• Keep daily task lists organized and communicate outstanding issues to the team.

Retention and growth support

• Recognize when a client may benefit from reviewing their existing coverage or discussing another type of insurance.
• Document and route cross-selling opportunities to a licensed agent.
• Assist with appointment scheduling, client callbacks, and referral requests.
• Help the agency maintain strong client relationships and retain business.

Office operations

• Keep documents and digital records organized.
• Follow established procedures and checklists.
• Communicate proactively with the team about urgent items and unresolved tasks.
• Look for ways to improve the client experience and make our processes more efficient.

Requirements

What we're looking for

• Fluent in English and Spanish, both spoken and written.
• Excellent phone communication and customer service skills.
• Dependable, punctual, professional, and organized.
• Strong attention to detail and follow-through.
• Comfortable managing multiple tasks and priorities.
• Proactive: you notice what needs to be done and take action.
• Comfortable using computers, spreadsheets, and learning new software.
• Able to work independently while collaborating with a team.
• Comfortable having conversations with clients and identifying when they may need additional help.

Insurance experience is a plus, but not required for the right candidate. Customer service, banking, office administration, healthcare reception, or call-center experience can also be valuable.