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.