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Front line agent skills for your resume and career

Updated January 8, 2025
2 min read
Below we've compiled a list of the most critical front line agent skills. We ranked the top skills for front line agents based on the percentage of resumes they appeared on. For example, 21.5% of front line agent resumes contained quality customer service as a skill. Continue reading to find out what skills a front line agent needs to be successful in the workplace.

15 front line agent skills for your resume and career

1. Quality Customer Service

Here's how front line agents use quality customer service:
  • Provide quality customer service and input data correctly for all customer accounts.
  • Provide timely and accurate information along with quality customer service through telephone communication to customers and agents.

2. Insurance Products

Here's how front line agents use insurance products:
  • Quote personal insurance products using a comparative rating system.
  • Sell and positively promote MetLife Auto & Home insurance products to potential customers within an inbound call center environment.

3. Inbound Calls

Here's how front line agents use inbound calls:
  • Receive inbound calls from prospective policyholders.
  • Answer inbound calls and assist members with placing orders, adjusting their account info such as credit card, addresses...etc

4. Technical Assistance

Technical assistance is the non-financial assistance provided by local or international specialists. The purpose of technical assistance is to maximize the project's implementation and quality of the final product. Technical assistance consists of sharing information, the transmission of working knowledge, and other transfer of technical data which would aid the administration, management team and help build the project. The technical assistance focuses on particular needs identified by the beneficiary country and is delivered in the form of missions.

Here's how front line agents use technical assistance:
  • Promoted customer development through technical assistance and product recommendation.
  • Provided technical assistance to customers with notebook/laptop computers.

5. Life Insurance

Here's how front line agents use life insurance:
  • Licensed Personal Lines Agent for an independent insurance agency providing Home, Auto, Commercial, Health and Life Insurance.
  • Sell and service auto, home, specialty lines, and life insurance.

6. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how front line agents use troubleshoot:
  • Call center for HP notebook computers Troubleshoot HP notebook computers.
  • Provided customers with banking solutions for Bank of America Troubleshoot technical online banking issues Upheld a positive and friendly attitude with customers

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7. Process Payments

Here's how front line agents use process payments:
  • Issue auto insurance policies, process payments and endorsements, marketing.
  • Process payments via credit card and checks by phone contact.

8. Windows

Windows is a chain of operating systems that controls a computer and is developed by Microsoft. Every version of Windows consists of GUI (graphical user interface), with a desktop that allows the user to open their files.

Here's how front line agents use windows:
  • Created and championed Windows 8 documentation and tips to increase familiarity and understanding amongst our customers and fellow employees.
  • Assisted HP notebook customers with upgrade and use of newly released Windows 7.

9. Policy Changes

Here's how front line agents use policy changes:
  • Provided excellent customer service by assisting clients with information regarding policy changes and billing inquiries.
  • Handled routine client inquiries regarding billing, making payments, coverage questions and policy changes.

10. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how front line agents use outbound calls:
  • Support Call Center Deparment with Spanish speaking borrowers with inbound/outbound calls.
  • Generate follow-up appointments Place outbound calls to customers in database

11. Insurance Coverage

Here's how front line agents use insurance coverage:
  • Assist potential customers requesting auto insurance coverage by providing accurate insurance quotes.
  • Provided quotations and counseling on insurance coverage.

12. Customer Inquiries

Here's how front line agents use customer inquiries:
  • Acknowledged and Responded to multiple correspondence emails per hour relating to customer inquiries, complaints, and billing questions.
  • Solve customer inquiries and issues in a way that made the customers leave satisfied.

13. Customer Accounts

Here's how front line agents use customer accounts:
  • Updated customer accounts as needed to avoid escalation and achieves a high level of 1st Call resolution
  • Negotiate payments and payment arrangements on past due to extremely high balanced customer accounts.

14. DOT

Here's how front line agents use dot:
  • Trained in DOT drug and alcohol laws.

15. Insurance Claims

Here's how front line agents use insurance claims:
  • Compared credit reports, insurance claims reports, and motor vehicle records to company underwriting guidelines to determine suitability of applicants.
  • Monitored insurance claims to ensure they were settled equitably for both the insured and company.
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List of front line agent skills to add to your resume

Front line agent skills

The most important skills for a front line agent resume and required skills for a front line agent to have include:

  • Quality Customer Service
  • Insurance Products
  • Inbound Calls
  • Technical Assistance
  • Life Insurance
  • Troubleshoot
  • Process Payments
  • Windows
  • Policy Changes
  • Outbound Calls
  • Insurance Coverage
  • Customer Inquiries
  • Customer Accounts
  • DOT
  • Insurance Claims
  • Customer Issues
  • PowerPoint
  • Insurance Carriers
  • Customer Complaints
  • Technical Issues
  • Customer Support
  • CSR
  • Software Issues
  • AS400
  • Real Estate
  • Annuities
  • Policy Holders
  • Household Goods

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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