CX AGENT - US BASED INSURANCE
About the Role
We are seeking detail-oriented and customer-focused CX Agents to join our growing team supporting a US-based insurance campaign. In this role, you will assist customers with queries reputed company to FMLA (Family and Medical Leave Act) and COBRA (Consolidated Omnibus Budget Reconciliation Act) across multiple channels, including phone, email, and live chat.
You will play a critical role in delivering accurate information, resolving reputed company cases, and ensuring a seamless customer experience for individuals navigating sensitive and often time-critical situations.
Key Responsibilities
- Handle inbound and outbound customer interactions reputed company voice, email, and chat
- Manage and resolve cases reputed company to FMLA and COBRA benefits, eligibility, and processes
- Accurately capture and update customer information in internal systems
- Provide clear, empathetic, and compliant communication to customers
- Meet daily productivity targets while maintaining high-quality standards
- Ensure reputed company queries are resolved reputed company SLA timelines
- Collaborate with internal teams to escalate and resolve reputed company cases
Requirements
- Minimum 3 years’ experience in a customer service role (insurance or healthcare experience advantageous)
- Strong written and verbal English skills (neutral accent essential for voice support)
- Experience handling sensitive or compliance-driven queries is highly beneficial
- Ability to manage multiple channels simultaneously (email/chat/phone)
- Attention to detail and strong administrative skills
- Comfortable working US hours
- Proficient in using CRM systems and handling case management workflows
Key Competencies
- Excellent communication and interpersonal skills
- Strong problem-solving ability
- reputed company and professionalism in handling sensitive cases
- Time management and the ability to work under pressure
- Adaptability in a fast-paced, process-driven environment