Live Transfer Agent

Position Overview

Prestige Unlimited Insurance is looking for motivated and professional Live Transfer Agents to join our call center team. The Live Transfer Agent is responsible for contacting customers who requested an auto insurance quote online, confirming basic information, qualifying the customer, and transferring interested prospects to a licensed insurance agent.

This role is important because you are often the first person the customer speaks with. Your job is to create a positive first impression, build trust quickly, and help connect qualified customers with the right licensed agent.

Key Responsibilities
Call customers who submitted an online request for an auto insurance quote.
Confirm the customer’s name, phone number, and basic quote information.
Ask qualifying questions to determine if the customer is interested and ready to receive a quote.
Identify whether the customer is looking for liability or full coverage.
Confirm if the customer is currently insured or uninsured.
Determine whether the customer is interested in starting a policy today.
Handle basic objections in a calm, professional, and respectful manner.
Clearly explain that a licensed insurance agent can help review options and provide accurate pricing.
Warm transfer qualified customers to a licensed insurance agent.
Stay on the line during the transfer and properly introduce the customer to the receiving agent.
Accurately update notes, call status, and customer information in the CRM.
Follow company scripts, compliance requirements, and call center procedures.
Meet daily and weekly transfer goals.
Maintain a positive attitude and professional phone presence.
Live Transfer Process

The Live Transfer Agent must properly introduce each qualified customer before disconnecting.

Example:

“Hi, I have [Customer Name] on the line. They requested an auto insurance quote online. They are looking for [liability/full coverage], they are currently [insured/uninsured], and they are interested in starting coverage [today/later date].”

The agent should only disconnect after the licensed agent acknowledges the transfer.

Qualifications
Previous call center, customer service, sales, or appointment-setting experience preferred.
Strong verbal communication skills.
Comfortable speaking with customers over the phone.
Ability to follow a script while sounding natural and professional.
Good listening skills and ability to ask qualifying questions.
Ability to handle objections without becoming frustrated or aggressive.
Basic computer and CRM skills.
Reliable, punctual, and goal-oriented.
Positive attitude and willingness to learn.
Auto insurance experience is a plus but not required.
Required Skills
Professional phone etiquette
Customer service
Lead qualification
Objection handling
CRM data entry
Time management
Active listening
Sales support
Warm transfer communication
Performance Expectations

Live Transfer Agents are expected to:

Maintain a professional tone on every call.
Follow the approved call script and qualification process.
Generate consistent qualified live transfers.
Keep accurate notes in the CRM.
Meet transfer goals set by management.
Communicate clearly with licensed agents and team leaders.
Follow all company policies and compliance guidelines.