HawkSoft virtual assistant, bilingual and supervised. Taught your agency's setup, not a generic template.
A native Spanish + English operator working inside your HawkSoft on the unlicensed CSR tier of the work: client records, policy download review, activity logging, renewal lists, certificate requests, suspense items. On live calls in 7 days. $1,797/month, no annual contract.
ICP: independent agencies on HawkSoft · Unlicensed CSR scope only · Open enrollment season staffed on the unlicensed side
- RECORDS
- Client files kept current daily
- DOWNLOADS
- Policy download reviewed, exceptions flagged
- RENEWALS
- Expiration list worked weekly
- COVERAGE
- 24/7, scheduled per engagement, anchored on Eastern Time
- SCOPE
- Unlicensed CSR · service + intake
The terms, before you read another word.
The same terms published on /pricing, restated here so the fit call starts from the numbers. Prices current as of October 2026.
- Tiers
- Starter $1,097/mo, 20 hrs/wk · Operator $1,797/mo, 40 hrs/wk · Specialist $2,497/mo, 40 hrs/wk, 2+ yrs in your vertical · Custom, quoted, 2+ operators, 6-month minimum
- Onboarding
- 7 days. Days 1 through 3 client-led setup in your HawkSoft, Days 4 through 6 shadowing, Day 7 first live calls supervised, Week 2 autonomous.
- Supervision
- Shared supervisor on Starter and Operator; dedicated supervisor configured on Custom. Weekly call-quality review.
- Replacement
- 5 business days, every tier, from a 3-operator warm bench. Unlimited replacements at no extra cost.
- Contract
- No annual contract on Starter or Operator; cancel after Month 1. 7-day money-back on Starter and Operator. Custom carries a 6-month minimum.
- Language
- Native Spanish plus professional-fluency English on every call. HawkSoft notes logged in English.
- Office
- Managed Latin American office, company-issued equipment, per-operator credentials revoked the day they roll off.
- Coverage
- 24/7, scheduled per engagement, anchored on Eastern Time. One operator works one shift.
- Scope
- Unlicensed CSR only. No quoting, binding, coverage advice, claims adjustment, or enrollment. Supervising-agent engagement letter before Day 1.
Inside your HawkSoft, here's what changes.
HawkSoft work is cadence work. The client record gets updated or it drifts. The policy download gets reviewed or the exceptions pile up. The suspense list gets cleared or it ages. The expiration list gets called or renewals walk. A HawkSoft virtual assistant earns its keep by owning that cadence daily, in your instance, with every touch logged where your licensed staff can audit it. 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. Whether your agency runs HawkSoft Online or the classic HawkSoft CMS install, the cadence is the same and your team teaches the instance.
Client files kept current, in two languages
Address, phone, email, and mailing updates, driver and vehicle changes taken down as change requests, mortgagee and lienholder updates, and the notes from every call, all entered on the client record in HawkSoft the day they arrive. Data upkeep is the work that slides first when the phones are busy, and it is the work a replacement operator or a producer depends on most. The operator owns it daily.
The carrier download reviewed, not ignored
The operator reviews the policy download in HawkSoft each day and works the exceptions: matches unapplied items to the right client and 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.
Every touch logged where your producers can see it
Calls, emails, texts, and documents get a log note on the policy or client in HawkSoft, written to your conventions, with the follow-up set where your team expects it. Notes are logged in English so your licensed staff keep a clean, auditable file history, whichever language the policyholder spoke on the call.
Expiration list worked weekly, on your cadence
The operator runs your renewal and expiration list in HawkSoft on a weekly cadence, builds the contact queue, and works it at the 60, 30, and 14-day marks, in the policyholder’s language. 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.
COIs issued from existing policies and logged
Certificate requests from lenders, landlords, and general contractors get worked as a queue. The operator pulls the policy in HawkSoft, issues the certificate from the existing policy under your agency’s standard COI authority, sends it to the certificate holder, and logs the request source. Renewal-season certificate batches stop interrupting your service team one request at a time.
The suspense list cleared daily
The operator works your open suspense items every morning: closes completed items, follows up on documents still owed by policyholders or carriers, reschedules per your follow-up rules, and escalates anything aging past your threshold to the right CSR or producer. The list stays short enough that your licensed staff can read it.
Open enrollment, staffed on the unlicensed side of the line.
Medicare Annual Enrollment runs October 15 to December 7. ACA open enrollment on the federal marketplace runs November 1 to January 15. For an independent agency the season lands on the front office as phones, calendars, and files, and most of that volume does not need a license to handle. Here is what the operator carries through the window, in HawkSoft, in English and Spanish.
What never moves across the line, in season or out of it: no quoting, no plan or coverage advice, no plan comparisons, no binding, no enrollment, in either language. Every such call is routed to your licensed agent by written rule. The operator handles no protected health information and works no health-line policy records; where your book mixes property and casualty with health lines, the licensed agent owns every health-line conversation and the operator books the slot and routes the caller.
Books, confirms, and reschedules appointments on your licensed producers’ calendars, in the caller’s language, and logs each one in HawkSoft. The operator books the slot and routes the caller; the licensed agent runs the conversation.
The expiration list worked at 60, 30, and 14 days through the busiest quarter of the year. Any quote update or coverage question goes to your licensed agent the same business day.
Reminder calls and messages on pending-cancellation notices, per your rules: the date on the notice, the amount on the notice, and the payment options your agency already publishes. Every coverage or premium question is routed to a licensed agent. The reminder is the task; the answer is the agent’s.
Signed forms, identification, prior declarations pages, loss runs, and lender paperwork, chased in English or Spanish and attached to the right client and policy in HawkSoft the day they arrive.
Records kept current, activities logged, follow-ups set. In HawkSoft on this page, and the same cadence in AMS360, Applied Epic, EZLynx, NowCerts, or QQCatalyst for agencies that run more than one system.
Scheduled per engagement. Evening inbound in English or Spanish gets answered, triaged, and either handled inside CSR scope or queued for your licensed agent the next morning. Staffing daytime and evening at the same time is a two-operator scope on the Custom tier.
Start dates matter more than usual in the fourth quarter. The 7-day onboarding runs the same in season: your team teaches your HawkSoft on Days 1 through 3, the operator shadows on Days 4 through 6, takes first live calls supervised on Day 7, and runs the cadence on their own by Week 2. The full treatment of the licensing boundary lives on our insurance virtual assistant page.
Your book has Spanish-preferring policyholders. Your HawkSoft 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, pending-cancellation notices nobody explained, certificate requests relayed through a policyholder's relative, payment questions that wait until a bilingual staffer is free.
Our operators are native Spanish speakers with professional-fluency English. The renewal outreach call, the payment reminder, the COI confirmation, the download discrepancy callback, the appointment confirmation: each happens in the policyholder's first language, and each gets logged in HawkSoft 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.
Our ranking of the best insurance virtual assistant companies reads every provider that names HawkSoft on its own pages; a few state bilingual coverage, and the ranking shows which. What this page adds is the model: one named native Spanish and English operator, on a scheduled office shift, supervised, taught your instance. This page is the platform-deep cut of our broader insurance virtual assistant service: same Operator-tier engagement, framed by HawkSoft specifically instead of by the vertical.
Nobody's operator arrives knowing your HawkSoft. 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 HawkSoft menus are but not why your log notes read the way they do, which suspense items your producers want escalated, or which download exceptions are routine and which are a problem. Menu knowledge is not workflow knowledge. Your HawkSoft is configured to your book, and only your team can teach it.
So that is the model, stated plainly: your team teaches your HawkSoft 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 HawkSoft with the access level your agency policy allows. Your team walks them through your setup: how you run the expiration list and who gets renewal outreach when, your COI templates and certificate holder conventions, your log note and suspense conventions, your document attachment discipline, your policy 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 HawkSoft setup back to you in your vocabulary.
The operator shadows your service team on live HawkSoft work: listens to real policyholder calls, watches certificates get issued against real requests, observes how your CSRs work the suspense list and where they escalate. Bilingual renewal, reminder, and appointment 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 HawkSoft cadence on their own: client records, policy download review, activity logging, renewal lists, certificates, suspense items. 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 pending-cancellation notice doesn't care who calls. It cares that somebody called before the date on it, in the language the policyholder speaks, and logged it in HawkSoft.
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. Agencies running AMS360 or Applied Epic instead of HawkSoft get the same scope on our AMS360 virtual assistant and Applied Epic virtual assistant pages. The role behind every platform, the bilingual unlicensed CSR, is treated in full on the insurance CSR virtual assistant page.
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, with the request documented in HawkSoft.
The operator never binds coverage, new business or endorsement. Change requests get documented in HawkSoft and routed to your licensed agent for binding and processing.
No recommendations on limits, deductibles, riders, replacements, plan benefits, premiums, or networks, in either language, in season or out of it. Coverage conversations belong to your licensed agent; the operator schedules them and documents the context.
First-notice triage only: basic incident detail, the carrier claims number, the call documented, your supervising agent notified. No adjuster coordination, no settlement discussion. And no enrollment of any kind: the operator does not enroll anyone in anything.
What you're actually buying vs. the standard HawkSoft virtual assistant.
The standard HawkSoft 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 in the middle of renewal season, you restart recruiting while the suspense list 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 HawkSoft 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 HawkSoft-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: $1,797/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.
$1,797 a month. Full-time. Flat. Published.
40 hrs/wk full-time. One bilingual operator working in your HawkSoft from our office, with a shared supervisor and the 3-operator warm bench behind them.
Start with Operator →Starter ($1,097/mo, one operator at 20 hrs/wk part-time) fits smaller agencies testing the model on a contained slice of the HawkSoft workload, certificates and suspense items being the usual starting point. Specialist ($2,497/mo) is the same seat and hours as Operator, filled by someone with two or more years already working in your vertical, scoped on the fit call and never licensed work. Custom (quote-based, two or more operators, 6-month minimum) covers agencies that want daytime and evening service staffed at the same time, extended-hours coverage, or a dedicated supervisor. Full detail and the universal terms at /pricing.
Common questions from HawkSoft agencies.
01What does a HawkSoft virtual assistant do?
02How does onboarding work for a HawkSoft virtual assistant?
03How much does a HawkSoft virtual assistant cost?
04Is the work done in English and Spanish?
05What does the operator never do?
06Can an unlicensed HawkSoft virtual assistant help during open enrollment?
07Do you support AMS360, Applied Epic, or EZLynx too?
Comparing providers that work in HawkSoft? The best insurance virtual assistant companies ranking lists which companies name HawkSoft on their own pages, with every price verified. Hiring for the CSR desk regardless of platform? The insurance CSR virtual assistant page covers that role end to end.
Talk through whether your HawkSoft book fits. 30 minutes, no slides, no sales pitch.
We will walk through your renewal cadence, your certificate volume, your suspense list, and what the fourth quarter does to your phones, 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.