Call Center Associate

Job highlights

• Experience in US Life & Annuity Insurance with Voice and Chat in international BPO
• Handle customer queries via Voice, Chat, Email; provide policy info; resolve issues; maintain records; support back office

Job Summary

We are looking for experienced Call Center Associates with expertise in US Life & Annuity Insurance. The ideal candidate should have experience handling Voice and Chat processes in an international BPO environment and possess excellent communication and customer service skills.

Key Responsibilities

• Handle customer queries related to US Life & Annuity Insurance through Voice, Chat, and Email.
• Provide accurate information regarding policy servicing and agency management.
• Resolve customer concerns efficiently while delivering an excellent customer experience.
• Identify and handle complex customer situations appropriately.
• Maintain accurate records of customer interactions.
• Support Voice, Chat, and Back Office operations as required.

Mandatory Requirements

• 25+ years of overall experience.
• Minimum 2–3 years of experience in US Life Insurance Agency Management/Servicing (preferred).
• Must have worked in an international call center handling both Voice and Chat processes.
• Excellent spoken and written English communication skills.
• Strong customer service and problem-solving abilities.
• Ability to understand customer scenarios and explain product-related information accurately.
• Typing speed of 40–60 WPM for Chat and Email support.
• Good working knowledge of Microsoft Office.
• Willingness to work primarily in US Night Shifts (24x7 rotational shifts with rotational week off).

Screening Checklist

• US Life & Annuity Insurance experience.
• International BPO experience.
• Voice + Chat process experience (mandatory).
• Excellent English communication skills.
• Comfortable working US Night Shifts.
• Willing to work from TRIL, Mumbai.