Executive Assistant/Client Service Representative

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TYPE OF WORK

Full Time

SALARY

700

HOURS PER WEEK

40

DATE UPDATED

Jul 18, 2026

JOB OVERVIEW

Executive Assistant / Client Service Representative (Remote – Philippines)
About Igloo Insurance
Igloo Insurance is a modern, independent insurance agency based in Pennsylvania that helps individuals, families, and businesses protect what matters most. We believe insurance should be simple, accessible, and backed by exceptional customer service. Our team leverages technology, automation, and personalized advice to deliver a better client experience.
We are seeking a highly organized, detail-oriented, and customer-focused Executive Assistant / Client Service Representative to support our agency principal and provide outstanding service to our clients.
Position Summary
The Executive Assistant / Client Service Representative serves as a key member of our agency support team working with the owner. This position combines executive administrative support with insurance customer service responsibilities. The ideal candidate is comfortable communicating with clients, learning insurance systems, managing calendars, following documented procedures, and supporting sales and service activities.
This is a fully remote position based in the Philippines working with a U.S.-based insurance agency.
Key Responsibilities

Client Service

Answer inbound phone calls professionally and follow agency intake procedures.
Gather client information and accurately document conversations.
Assist clients with billing and payment-related questions.
Respond to client emails promptly and professionally.
Follow agency communication standards and email templates.
Provide exceptional customer service on every interaction.

Insurance Quoting Support
Perform data entry to generate personal insurance quotes in various insurance carrier systems online.
Review quote information for accuracy and completeness.
Follow up on outstanding quotes and prospects using CRM (Agency Zoom)
Update client records and maintain accurate agency data.

Policy Service Support

Assist with policy servicing requests.
Document all client interactions within agency management systems.
Maintain organized records and follow agency workflows.

Executive Assistant Duties

Schedule and coordinate meetings for the Agency Principal/Owner
Manage calendar and appointment requests.
Confirm appointments and send reminders.
Assist with administrative projects and special assignments.
Maintain organized task lists and follow-up items.
Support operational improvements and process documentation.

Standard Operating Procedures to Learn
The successful candidate will be trained on and expected to follow documented procedures for:
How to answer and intake incoming phone calls
How to schedule meetings
Agency email templates and communication standards
AgencyZoom quote follow-up procedures
Responding to billing and payment inquiries
Posting on Social Media (YouTube, LinkedIn, Facebook)

Required Qualifications

Excellent written and verbal English communication skills.
At least 2 years of customer service, virtual assistant, administrative support, or call center experience.
Strong attention to detail.
Comfortable speaking with U.S.-based clients by phone and email.
Strong organizational and time-management skills.
Reliable high-speed internet connection.
Quiet professional home office environment.
Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel).
Experience working for U.S. Based insurance companies a plus.

Preferred Qualifications

Experience working for a U.S.-based company.
Insurance agency experience.
Experience with CRM software.
Experience with AgencyZoom or similar systems.
Calendar management and executive assistant experience.
Sales support or customer retention experience.

Key Performance Indicators (KPIs)
The employee may be evaluated based on:
Phone response quality
Client satisfaction
Quote follow-up completion rates
Appointment scheduling accuracy

Email response times
Data entry accuracy
Policy service turnaround times
Documentation completeness

Core Competencies

Professionalism
Reliability
Initiative
Customer Focus
Organization
Communication
Problem Solving
Adaptability
Confidentiality

Work Schedule
Full-time remote position
Must be available during U.S. Eastern Time business hours or agreed-upon overlap hours (9 AM to 5 PM eastern)
Attendance at virtual tea ---------- etings required

Why Join Igloo Insurance?
Work directly with a growing, technology-driven U.S. insurance agency.
Clear processes and ongoing training.
Opportunity for long-term growth and advancement.
Positive, supportive team environment.
Meaningful work helping individuals and families protect their futures.


Core values: Igloo Insurance Corporate Values
1. The Golden Rule
Definition: Treat others as you would like to be treated.
Origin: The Golden Rule has been a guiding ethical principle across various cultures and religions for centuries, famously stated in the Bible as "Do unto others as you would have them do unto you."
How We Live It: We treat our janitor the same way we treat our CEO. Everyone deserves respect, kindness, and fairness. Whether it’s a teammate, a vendor, or a customer, we believe in treating others as we would treat our own grandmother—with care, patience, and sincerity.
How Customers Experience It: We treat every customer interacting with empathy and fairness. Whether you’re a first-time homebuyer or a corporate risk manager, we give you the same level of attention and respect. We are here to help, and offer expert advice, not just to sell a policy.
2. Transparency
Definition: Honesty in all we do—no fine print, no hidden fees, no sugarcoating.
How We Live It: Insurance is complex, and many consumers don’t fully understand their coverage. That’s why we take the time to explain policies, how underwriters determine rates, and why premiums may increase. If something goes wrong, like a claim denial, we don’t delay delivering bad news. We believe in open, clear communication at all times.
How Customers Experience It: Independent agents at Igloo Insurance act as sherpas, guiding clients through the insurance landscape—whether they’re homeowners, drivers, parents, business owners, or corporate risk managers. We tell it like it is, ensuring you understand what you’re buying and why. No gimmicks, no hidden fees, no games.
3. Balance
Definition: Work to live, don’t live to work.
How We Live It: My parents used to say work hard, play hard, everything in moderation. It’s important as the average American works over 90,000 hours in their lifetime. That’s why we strive to be a "Best Place to Work," offering ample time off, fair wages, and a culture that values personal well-being. We will cater to mothers, those eager to learn but aren’t credentialed for large agency work, those without college degrees, those with criminal records, and especially seasoned retired folks who may not desire the standard 9 to 5 grind.
How Customers Experience It: We won’t push you to over insure, nor will we encourage the cheapest coverage that might leave you vulnerable. Everyone has a different risk appetite—some are risk-averse, others are risk-takers. We help you strike the right balance in your insurance program, aligning your premiums, limits, and deductibles with your financial comfort level.
4. Quality
Definition: Quality over quantity—buy it for life.
How We Live It: We drive Japanese cars until the head gaskets blow. We drink from stainless steel coffee mugs. In our homes and offices, we invest in durable, long-lasting products rather than cheap, single-use alternatives.
How Customers Experience It: We focus on coverage first, not just price. We work with financially sound, A+ rated insurance carriers, ensuring you get reliable coverage when you need it most. Our service timelines align with your needs—whether it's a quick turnaround for a COI or a thorough annual review of your policies. With us, you get quality protection that lasts.
Copilot said: Excellent. I'd incorporate the values directly into the job description because they're a differentiator when recruiting in the Philippines and help attract candidates who align with your culture.
Executive Assistant / Client Service Representative
Remote (Philippines)

About Igloo Insurance
Igloo Insurance is an independent insurance agency based in Pennsylvania that helps individuals, families, and businesses protect what matters most. We combine expert advice, modern technology, and exceptional customer service to simplify insurance for our clients.
Our mission is not to sell the cheapest policy—we help clients make informed decisions and build insurance programs that fit their unique needs. We pride ourselves on treating clients like family and building long-term relationships based on trust.

Our Core Values
The Golden Rule
Treat others as you would like to be treated.
At Igloo Insurance, every person deserves respect and dignity. We treat our janitor the same way we treat our CEO. We approach every customer interaction with patience, empathy, and kindness.
What this means for you: Every client deserves your best effort, whether they're making a simple billing inquiry or shopping multiple insurance policies.
Transparency
Honesty in all we do—no fine print, no hidden fees, no sugarcoating.
Insurance can be confusing. Our job is to simplify it and tell clients the truth, even when the answer isn't what they want to hear.
What this means for you: Communicate openly, document accurately, and never guess. If you don't know the answer, seek help and follow up promptly.
Balance
Work to live, don't live to work.
We believe work should support a meaningful life, not consume it. We strive to create opportunities for people who want to build careers while maintaining healthy personal lives.
What this means for you: We value productivity, reliability, and accountability while encouraging a sustainable work-life balance.
Quality
Quality over quantity. Buy it for life.
We believe in doing things the right way, not the fast way. From our customer service to our insurance recommendations, quality comes first.
What this means for you: Attention to detail matters. We take pride in accurate work, professional communication, and exceptional service.

Position Summary
The Executive Assistant / Client Service Representative supports both agency operations and customer service functions. This role is responsible for assisting clients, processing administrative tasks, following agency workflows, scheduling meetings, supporting insurance quoting activities, and helping ensure an outstanding customer experience.
The ideal candidate is highly organized, detail-oriented, technologically savvy, and comfortable communicating with American customers over phone, email, and video platforms.

Key Responsibilities
Customer Service

Answer inbound phone calls professionally.
Follow established client intake procedures.
Gather and document customer information accurately.
Assist clients with billing and payment questions.
Respond to emails in a timely, professional manner.
Maintain detailed notes and records within agency systems.
Deliver exceptional customer service consistent with agency values.

Insurance Support

Prepare personal insurance quotes in ERIE Insurance systems.
Prepare auto insurance quotes in Progressive.
Prepare auto insurance quotes in AIC.
Prepare homeowners insurance quotes in Millville Mutual.
Follow up on prospects and quote opportunities in AgencyZoom.
Process policy endorsements and policy changes.
Maintain accurate client records and documentation.

Executive Assistant Duties

Schedule meetings and appointments for the Agency Principal.
Manage and organize calendar requests.
Send appointment confirmations and reminders.
Assist with administrative projects and special assignments.
Support workflow management and process improvement initiatives.
Help maintain agency documentation and standard operating procedures.


Preferred Qualifications

Experience working with U.S.-based businesses
Insurance agency experience
AgencyZoom experience
CRM or customer management system experience
Executive assistant experience
Calendar management experience
Sales support experience


Performance Expectations
Success in this role will be measured by:

Call handling quality
Customer satisfaction
Response times
Quote follow-up completion
Documentation accuracy
Calendar management accuracy
Policy service turnaround times
Adherence to agency procedures

What We Offer

Long-term remote opportunity with a growing U.S. insurance agency
Comprehensive training and documented workflows
Exposure to the American insurance industry
Career advancement opportunities
Supportive and values-driven culture
Direct collaboration with agency leadership

Ideal Candidate
You are someone who genuinely enjoys helping people. You communicate clearly, stay organized, learn quickly, and take pride in doing quality work. You don't need to know insurance today—we can teach insurance. What we can't teach is kindness, integrity, professionalism, and a commitment to excellence.
If that sounds like you, we'd love to meet you.

SKILL REQUIREMENT
Inbound Sales Admin Data Processing English Speaking
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