DREAM - Mexico- INS- EXP

A dedicated Insurance Virtual Assistant (assigned to a single agency/client) who owns day-to-day agency operations: quoting and new-business intake, policy servicing and endorsements, client-facing phone/email reception, renewals and remarketing, submissions and document/signature workflows, AMS/data entry and file management, billing/payments and client onboarding, plus technical/support, marketing/CRM and other client-assigned administrative tasks. All items below come only from the Active VA — Top 5 Activities form responses.

Core responsibilities (detailed tasks)

Quoting & new business

• Intake quote information and complete ACORDs / quote sheets.
• Run comparative/rater quotes in carrier portals and tools (examples in the responses) and prepare/send quote proposals to clients/brokers.
• Quote specialized/ancillary lines when required (examples: crime, D&O, umbrella, WC, commercial trucking).

Policy servicing & administration

• Process endorsements and policy changes (add/remove vehicles or drivers, address and coverage changes).
• Handle mortgagee / loss-payee updates and prepare endorsements.
• Process cancellations and non-renewals (verify requests, prepare necessary paperwork, notify clients).
• Generate ID cards, declarations pages and proofs of insurance; manage Certificates of Insurance (COIs) and commercial certificate workflows.

Customer service — phone & email

• Field inbound calls and act as receptionist via VOIP/phone systems; triage voicemail and manage call queues.
• Respond to policyholder inquiries by email/chat and perform client follow-ups.
• Handle billing and payment questions and place reminder calls as needed.

Renewals & retention

• Track renewal pipeline per client SOPs, send renewal notifications/reminders, schedule policy-review appointments, remarket and follow up proactively to bind renewals. (Several responses describe following a renewal SOP and proactive remarketing.)

Submissions, document preparation & signature workflows

• Prepare and submit new-business and renewal packages to markets/carriers; assemble application packages and required supporting documents.
• Create and manage e-signature workflows (DocuSign, PandaDoc and similar) and send bind applications to brokers/carriers; handle invoicing/collection related to bindings.

AMS / data entry & file management

• Accurate data entry and maintenance of client and policy records in agency systems; upload/download/attach media and carrier documents.
• Onboard clients into the AMS: create/update client profiles, notes and onboarding documentation.
• Handle returned mail and address updates; keep AMS renewal and activity records current.

Billing, payments & financing

• Take payments and process invoicing; follow up on collections and payment reminders.
• Process financing plans or payment arrangements when required.

Technical & operational support

• Triage and resolve support tickets and sales/support inbox items, handle telephony/short-code mail verifications (TFNS) and service requests noted in responses.
• Manage voicemail/AI-voicemail triage (examples include CARA AI voicemail).

Marketing, CRM & administrative support

• CRM data entry and lead tracking, manage email campaigns and basic marketing tasks (social media and website management, campaign creation).
• Draft proposals and client communications tied to sales/marketing workflows.

Other specialist tasks reported

• Look up property features and permits (county appraiser, Zillow, Google Maps) for underwriting or quoting.
• Process carrier-specific portal tasks and appointed portal actions.
• Handle onboarding notes, client file preparation and ad-hoc client requests.

Common systems & tools (examples taken from the form responses)

• Quoting / portals: EZLynx, CoverWhale, QQ Rater, carrier portals.
• AMS / CRMs: NowCerts (Momentum), AMS360, Hawksoft, QQCatalyst, Keeper, Jenesis, Zoho.
• Communications / phone: RingCentral, Dialpad, Fonality, Vonage, 8x8, Zoom Phone.
• Signatures & documents: DocuSign, PandaDoc; productivity: Gmail/Outlook, Google Workspace, Microsoft Office, Google Sheets, Trello, GoHighLevel.
• Other tools mentioned: IPFS.com, ChatGPT.