Connexus Resource Group

• Answer inbound and outbound customer calls, emails, and live chats in both English and Spanish • Professionally assist customers with questions, concerns, and account-related inquiries • Identify, escalate, and document priority issues when necessary • Follow up on complex customer interactions to ensure resolution • Accurately record customer interactions and account details across multiple systems • Build rapport with customers through positive, solution-focused communication • Maintain professionalism and productivity in a fast-paced call center environment • Collaborate with leadership and team members to improve customer experience and overall performance

• Handle inbound and outbound calls regarding life insurance products and policy options • Educate customers on coverage, benefits, pricing, and eligibility • Recommend appropriate policies based on customer needs • Complete applications and accurately document customer information • Maintain compliance with all insurance regulations and company policies • Meet or exceed sales and performance goals • Follow up with leads and maintain consistent communication with clients • Navigate multiple systems while managing active conversations

• Lead, coach, and develop a team of 8-10 agents • Conduct weekly one-on-one meetings, coaching sessions, and development planning • Monitor team performance through call evaluations, quality reviews, and attendance management • Handle escalated customer concerns and model exceptional customer service • Maintain performance documentation and support daily operational needs • Partner regularly with client leadership to build strong business relationships

• Answer inbound and outbound customer calls, emails, and live chats • Professionally assist customers with questions, concerns, and account-related inquiries • Identify, escalate, and document priority issues when necessary • Follow up on complex customer interactions to ensure resolution • Accurately record customer interactions and account details across multiple systems • Build rapport with customers through positive, solution-focused communication • Maintain professionalism and productivity in a fast-paced call center environment • Collaborate with leadership and team members to improve customer experience and overall performance