Customer Service Agent

Introduction

At Pronto Insurance, we’re creating access, trust, and opportunity in the communities we serve. With deep roots in South Texas and a fast‑growing presence across California and Florida, we bring local knowledge and genuine care to every interaction, making insurance simpler, more affordable, and more accessible for all. You’ll join a team that believes in doing the right thing, seizing opportunities, and showing up for one another.

Whether you’re supporting customers in our retail locations or working behind the scenes, we’re proud to be a place where ambition meets support. Here, diverse perspectives are valued. If you’re ready to make a difference and grow with a team that’s redefining what’s possible in insurance, we’d love to hear from you.

Pronto Insurance is one of the fastest growing general agencies in South Texas. Our first agency was founded in 1997 and the managing general agency operations commenced in 2005. Pronto has emerged in the insurance market through its captive agencies, independent agents, and franchise locations. Today Pronto has over 160 captive locations in Texas and recent expansion into the California and Florida market.

Our vision is to become the industry leader by making Pronto Insurance products a reality for all.

• Communicate critical policy documents to customers and agents
• Provide world‑class customer service to customers and agents
• Understand, follow and enforce the Underwriting Guidelines
• Document customer complaints
• Learn all product knowledge
• Operate the system effectively; manage policies, process payments, provide accurate information
• Provide estimates, quotes, process payments, policy revisions, and upselling
• Handle refund inquiries
• Print or provide insurance documents (notices/renewals)
• Respond to lien holder requests
• Process letter of experience requests
• Troubleshoot web portal access
• Provide general information on Pronto products
• Perform outbound calls to customers to complete monthly surveys
• Other duties as assigned

• 1 year of customer service, sales or call center experience (preferred)
• Limited Lines License to quote or re‑quote (required)
• Bilingual English & Spanish (must)
• Excellent communication skills, both oral and written
• Planning, organizational skills and detail oriented
• Service mentality
• All Pronto products knowledge
• Extended hours of operation
• Must have a high school diploma or GED

Required:

High school diploma and at least 1 year of customer service experience. Strong typing and basic computer skills. Preferred:
Working knowledge of MS Office Excel, PowerPoint, Outlook, and Word. Behaviors:
Good verbal communication skills, maintains a high level of professionalism with clients and establishes a positive rapport with every caller.

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to, previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours.

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

• Medical/dental/vision plans, which start from day one
• Life and accident insurance
• 401(k) and Roth options
• Tax‑advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for overall wellbeing
• Charitable matching gift program
• And more…

The benefits summary above applies to full‑time positions. If you are not applying for a full‑time position, details about benefits will be provided during the selection process.

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