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 related 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 complex cases, and ensuring a seamless customer experience for individuals navigating sensitive and often time-critical situations. Key Responsibilities Handle inbound and outbound customer interactions via voice, email, and chat Manage and resolve cases related 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 all queries are resolved within SLA timelines Collaborate with internal teams to escalate and resolve complex 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 Empathy and professionalism in handling sensitive cases Time management and the ability to work under pressure Adaptability in a fast-paced, process-driven environment