Live Chat Customer Agent

Job Description:

The Live Chat Customer Agent at Ascendant Insurance Solutions will provide real-time support to policyholders, prospective clients, and partners through live chat platforms. The agent will assist with inquiries, policy information, claims status, and general insurance guidance to ensure a seamless and positive customer experience while maintaining compliance with company policies and industry regulations.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via live chat.
• Provide accurate information regarding insurance products, coverage options, policy details, billing, and claims.
• Resolve customer concerns efficiently or escalate complex issues to appropriate departments.
• Document all chat interactions accurately in the company’s CRM system.
• Maintain knowledge of insurance products, services, policies, and regulatory requirements.
• Identify opportunities to cross-sell or upsell insurance products, where appropriate.
• Ensure compliance with privacy laws, security protocols, and internal company policies.
• Contribute to team goals and performance metrics, including response time and customer satisfaction scores.

Qualifications:

• High school diploma or equivalent required; bachelor’s degree in business, communications, or related field preferred.
• Previous experience in customer service, preferably in insurance, finance, or a regulated industry.
• Excellent written communication and typing skills.
• Strong problem-solving and active listening skills.
• >Ability to multitask and work in a fast-paced, high-volume environment.
• Proficiency with CRM systems, live chat software, and Microsoft Office Suite.