AMS360 virtual assistant, bilingual and supervised. Taught your workflows, not a generic template.
A native Spanish + English operator working inside your AMS360 on the unlicensed CSR tier of the work: renewals outreach, certificates, suspenses, eDocs, download exceptions. On live calls in 7 days. $1,497/month, no annual contract.
ICP: independent agencies on Vertafore AMS360 · Unlicensed CSR scope only
Inside your AMS360 instance, here's what changes.
AMS360 work is cadence work. The expiration report gets run or it doesn't. The suspense queue gets cleared or it ages. The download exception report gets worked or it piles up where nobody looks. An AMS360 virtual assistant earns its keep by owning that cadence daily, in your instance, with every touch logged as an activity your licensed staff can audit. Here is the task-level scope, all of it inside the unlicensed CSR line: service, intake, and follow-up under your agency's licensed staff.
Expiration list worked weekly, in two languages
The operator runs your AMS360 expiration report on a weekly cadence, builds the renewal contact queue, and works it at the 60, 30, and 14-day marks. Outreach happens in the policyholder’s language, English or Spanish. Every touch is logged as an AMS360 activity against the policy. The moment a renewal call turns into a quote update or a coverage question, it routes to your licensed staff the same business day. The operator runs the cadence; your producers run the conversations that require a license.
COI requests issued, sent, and logged
Certificate requests come in from lenders, landlords, and general contractors all day. The operator pulls the policy in AMS360, issues the certificate from the existing policy under your agency’s standard COI authority, sends it to the certificate holder, and logs the activity with the request source attached. Renewal-season certificate batches get worked as a queue instead of interrupting your service team one request at a time.
The suspense queue cleared daily
The operator works your open suspense list every morning: closes completed items, follows up on documents still owed by policyholders or carriers, reschedules items per your follow-up rules, and escalates anything aging past your threshold to the right CSR or producer. Activity notes follow your conventions, taught during onboarding, so your file history stays readable for the licensed staff who depend on it.
Carrier docs filed where your team can find them
Dec pages, signed applications, ID cards, endorsements, and carrier correspondence get attached to the right customer and policy in eDocs, named per your filing conventions, the day they arrive. The unglamorous discipline that keeps a file E&O-defensible is exactly the kind of work that slides when your licensed CSRs are buried in phones. The operator owns it daily.
The exception report worked, not ignored
The operator reviews the daily carrier download in AMS360 and works the exception report: matches unapplied transactions to the right policy, corrects routine mismatches per your documented rules, and flags premium or effective-date discrepancies to your licensed staff rather than judging them. Downloads stop silently piling up in a queue nobody owns.
Service calls answered from the live AMS360 record
When a policyholder calls asking what vehicles are on the policy, when the renewal lands, which mortgagee is listed, or whether a payment posted, the operator pulls the policy in AMS360 and answers from the record, in the caller’s language. Factual service lookups stay with the operator; the moment a lookup becomes a coverage question, the call moves to your licensed team with the context already documented.
Your book has Spanish-preferring policyholders. Your AMS360 workflow should too.
44.9 million people in the US speak Spanish at home (US Census Bureau, 2024 ACS). For independent agencies in Florida, Texas, and California, that is not a demographic footnote, it is the service book: renewal calls that go unanswered because the reminder came in English, certificate requests relayed through a policyholder's relative, payment questions that wait until a bilingual staffer is free. Every AMS360 virtual assistant offering we found in this market is English-only. The bilingual lane is empty.
Our operators are native Spanish speakers with professional-fluency English. The renewal outreach call, the COI confirmation, the download-discrepancy callback, the policy detail lookup: each happens in the policyholder's first language, and each gets logged in AMS360 in English so your licensed staff keep a clean, auditable file history. Spanish-preferring policyholders get served instead of queued. Retention conversations at renewal start from trust instead of friction.
This page is the platform-deep cut of our broader insurance virtual assistant service: same Operator-tier engagement, framed by AMS360 specifically instead of by the vertical. If your agency runs a different AMS, or you want the full front-line CSR scope treatment including claims-call triage and the supervising-agent engagement letter, start there.
Nobody's operator arrives knowing your AMS360. We just say it out loud.
Commodity staffing shops imply you can plug a stranger into your agency management system and walk away. Agencies that have been burned by that pitch know how it ends: a contractor who knows where the AMS360 menus are but not why your COI template reads the way it does, what your activity codes mean, or which download exceptions are routine and which are a problem. Menu knowledge is not workflow knowledge. Your AMS360 instance is configured to your book, and only your team can teach it.
So that is the model, stated plainly: your team teaches your AMS360 workflows during the 7-day onboarding, and our supervisor turns the teaching into written SOPs your operator references from Day 1. Taught your way and supervised beats claimed and unmanaged.
You add the operator to AMS360 with the access level your agency policy allows. Your team walks them through your setup: how you run the expiration report and who gets renewal outreach when, your COI templates and certificate holder conventions, your activity and suspense codes, your eDocs naming discipline, your carrier download routine and which exceptions are routine. Our supervisor sits in and documents every workflow as a written SOP. End of Day 3, the operator can explain your AMS360 setup back to you in your vocabulary.
The operator shadows your service team on live AMS360 work: listens to real policyholder calls, watches certificates get issued against real requests, observes how your CSRs work the suspense queue and where they escalate. Bilingual renewal and service scripts get rehearsed in supervised role-plays, in both languages. By Day 6 the operator has seen your escalation rules applied in practice, not just written in the SOP.
The operator takes live calls under supervisor review, at reduced volume. The supervisor samples recordings, corrects course the same day, and calibrates against the standards your team set during shadowing. Your licensed agent of record reviews recorded calls weekly for boundary-line drift, per the engagement letter signed before Day 1.
The operator runs your full AMS360 cadence on their own: renewals list, certificates, suspenses, eDocs, download exceptions, service-call lookups. Supervisor sampling continues weekly. The SOPs your supervisor wrote in Week 1 mean a bench replacement never starts from cold on your instance, which is what makes the 5-business-day replacement SLA real rather than aspirational.
The renewal list doesn't care who calls it. It cares that somebody called at 60 days, again at 30, and logged both in AMS360 where the producer could see them.
A founder note
Unlicensed scope, drawn as a hard line.
Everything on this page is service, intake, and follow-up under your agency's licensed staff. Four refusals hold on every call, in both languages. The full boundaries treatment, including claims-call triage scope, the supervising-agent engagement letter, and weekly recorded-call review, lives on our insurance front-line CSR page.
The operator never binds coverage, new business or endorsement. Change requests get documented in AMS360 and routed to your licensed agent for binding and processing.
Quoting that requires a state license stays with your licensed staff. Quote-intent inbound gets basic intake and a same-business-day handoff, in the caller’s language.
First-notice triage only: the operator collects basic incident detail, provides the carrier claims number, documents the call, and notifies your supervising agent. No adjuster coordination, no settlement discussion.
No recommendations on limits, deductibles, riders, or replacements, in either language. Coverage conversations belong to your licensed agent; the operator schedules them and documents the context.
$1,497 a month. Full-time. Flat. Published.
40 hrs/wk full-time. One bilingual operator working in your AMS360 from our office, with a shared supervisor and the 3-operator warm bench behind them.
Start with Operator →Starter ($897/mo, one operator at 20 hrs/wk part-time) fits smaller agencies testing the model on a contained slice of the AMS360 workload, certificates and suspenses being the usual starting point. Team ($3,497/mo, two operators with a stepped-up shared supervisor, 6-month minimum) covers agencies that want daytime and evening service staffed at the same time. Custom is quote-based for configurations beyond Team: 5 or more operators, extended-hours coverage, a dedicated supervisor. Full detail and the universal terms at /pricing.
Renewals called. Certificates out. Suspenses cleared. The AMS360 cadence doesn't care which language the policyholder speaks. Your retention does.
What you're actually buying vs. the standard AMS360 virtual assistant.
The standard AMS360 virtual assistant offer in this market is an hourly offshore contractor, home-based, recruited and placed, with platform familiarity implied in the sales copy and supervision left to you. The differences in our model are structural, not cosmetic.
Supervision and continuity. Placement shops step back after the hire; if the contractor disappears mid-renewal-season, you restart recruiting while the suspense queue ages. Our operators work from a managed LATAM office on company-issued equipment, with an embedded supervisor sampling calls from Day 1 and a 3-operator warm bench behind every engagement. Replacement lands inside 5 business days, onto the written SOPs built during your onboarding, so the AMS360 cadence holds through the transition. The operator extends your service team; the structure is what keeps the extension standing.
Language. The standard setup is English-only or English as a learned working language. Ours is native Spanish plus professional-fluency English on every call, which on a Hispanic-heavy book is the difference between renewal outreach that connects and renewal outreach that gets screened. The operating discipline behind it is our broader bilingual virtual assistant service; this page is the AMS360-deep cut.
Pricing shape. Hourly offshore rates look small until you price the management time, the rework, and the recruiting cycles between contractors. We publish flat monthly pricing and hold it: $1,497/month for a full-time supervised bilingual operator, with coverage scheduled per engagement anywhere in the 24-hour day, anchored on Eastern Time. For the full market math, hourly bands, in-house wage loads, and where flat pricing wins or loses, see our Spanish-speaking virtual assistant cost guide.
Common questions from AMS360 agencies.
01Do your virtual assistants already know AMS360?
02Can an AMS360 virtual assistant work without an insurance license?
03What AMS360 tasks can a virtual assistant handle?
04How much does an AMS360 virtual assistant cost?
05Do you support EZLynx or HawkSoft too?
06Is the work done in English and Spanish?
Talk through whether your AMS360 book fits. 30 minutes, no slides, no sales pitch.
We will walk through your renewals cadence, your certificate volume, and your suspense queue, confirm the unlicensed CSR scope fits how your licensed staff want to work, and you will know within the call whether we are a fit.
Or reach us directly at hello@assistiq.io.