Customer Support Representative

At EX Squared LATAM, we are a digital transformation company focused on building innovative, high-impact technology solutions that drive real business value. We partner with top-tier clients across global, regional, and local markets, fostering a collaborative, inclusive, and innovation-driven culture where your ideas truly matter.

Role Overview

The Customer Support Representative (PreCaller Specialist) plays a critical role in supporting commercial insurance underwriting processes by conducting structured pre-inspection and risk information interviews with business owners and property representatives. This position is responsible for gathering, verifying, and documenting operational and exposure-related information to help ensure accurate risk assessments and underwriting decisions.

The ideal candidate is a strong communicator with excellent attention to detail, capable of conducting professional conversations, identifying missing information, and documenting findings accurately in a fast-paced remote environment.

Location

Fully remote position in Colombia.

Contract Duration

Long-term Contract.

Language Requirement

Fluent English (C1-C2).

Role Title

PreCaller Specialist

What you'll do

• Conduct outbound calls to business owners, property representatives, and insured contacts to gather and verify information related to commercial insurance inspections and underwriting processes.
• Inform property owners about upcoming site visits, inspections, or photography appointments and answer basic questions regarding the process.
• Conduct structured interviews to collect operational, property, occupancy, liability, and exposure-related information.
• Gather details regarding business operations across a variety of industries, including retail, hospitality, restaurants, automotive operations, and specialty trades.
• Document interview findings accurately and prepare detailed summaries for underwriting and risk evaluation purposes.
• Follow established interview guidelines while adapting questions based on business operations and potential risk exposures.
• Review collected information for completeness, consistency, and accuracy.
• Identify missing information, discrepancies, or potential underwriting concerns that require clarification or escalation.
• Communicate with clients, inspectors, agents, and internal stakeholders to verify information and resolve inconsistencies.
• Maintain accurate records within company systems and ensure all assigned contacts are completed within established service windows.
• Meet quality, productivity, and turnaround expectations while managing multiple assignments simultaneously.
  

What you'll bring

• Advanced English proficiency (C1 level or higher).
• Excellent verbal communication and active listening skills.
• Strong attention to detail and documentation skills.
• Ability to conduct professional conversations while building rapport quickly.
• Strong organizational and time management abilities.
• Ability to work independently in a remote environment.
• Comfortable following scripts, interview guides, and established procedures while adapting naturally to conversations.
• Strong sense of accountability and follow-through.
  

What will make you stand out

• Previous experience in customer service, call center operations, appointment setting, interviewing, or business development.
• Experience working within insurance, inspections, underwriting support, or risk assessment environments.
• Familiarity with CRM platforms, call logging systems, or operational reporting tools.
• Experience working in a production-driven environment with quality metrics and service-level expectations.
  

Key Competencies

• Professional Communication
• Attention to Detail
• Information Gathering
• Critical Thinking
• Customer Focus
• Time Management
• Problem Solving
• Accountability
• Adaptability
  

Work Environment

• Fully remote position. 
• Flexible schedule aligned with designated calling windows.
• Performance measured through quality, accuracy, responsiveness, and productivity metrics.
• Opportunity for growth within operations, client services, and insurance-related functions.
  

Why EX Squared?

At EX Squared, we believe in building strong, collaborative teams that create meaningful impact. You’ll work alongside talented professionals across the region, contributing to innovative projects while continuing to grow your career in a supportive, flexible, and people-focused environment.

We value curiosity, ownership, continuous learning, and open collaboration, creating an environment where professionals can thrive, grow, and make a difference.

What We Offer

• Competitive compensation in USD.
• Access to learning platforms and professional development opportunities.
• Flexible work environment.
• Collaborative and multicultural teams.

Eligibility Note

This opportunity is only available to candidates currently residing in Latin America or Brazil. Applications outside these regions will not be considered.

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