Licensed Benefit Advisor

About the role

This role focuses on educating retirees and pre-Medicare individuals on their insurance options and enrolling them into suitable health, prescription drug, vision and dental plans. You will conduct needs-based consultations, provide clear Medicare education, and guide customers through the end-to-end enrolment process primarily over the phone and in a virtual environment.

Responsibilities

• Sell and enrol retirees into appropriate insurance products, including health, prescription drug, vision and dental plans, based on their individual needs.
• Advise pre-Medicare eligible recipients on their available options and support them in selecting the most suitable plan.
• Provide clear Medicare education, explaining plan features, benefits and limitations in simple, easy-to-understand terms.
• Conduct detailed needs analyses to identify customer requirements and recommend appropriate plans using a consultative, needs-based selling approach.
• Deliver a consistently positive, ethical and professional customer experience at every interaction, aiming to provide a genuine “wow” experience at all customer touchpoints.
• Handle inbound service calls, providing accurate and complete information with the intent of enrolling customers into appropriate plans where suitable.
• Actively manage a calendar of pre-set appointments, ensuring timely follow-up with prospects and effective use of scheduled time.
• Respond to customer voicemails within 24 hours and manage internal chat requests promptly and professionally.
• Handle and resolve customer complaints and client escalations, ensuring issues are addressed thoroughly and documented as required.
• Monitor internal chat channels and respond quickly to questions or requests from colleagues or leadership.
• Meet or exceed key performance indicators, including sales targets, quality metrics, compliance standards and customer satisfaction measures.
• Maintain an active resident health insurance licence (and life licence and any required riders, such as Med Supp/Illness/Critical Care, where applicable) and ensure all continuing education requirements are completed on time.
• Successfully complete and maintain AHIP and carrier certifications on an annual basis, and comply with all CMS regulations.
• Absorb new information quickly and adapt to new processes, procedures and regulatory changes in a fast-paced environment.
• Navigate multiple systems, applications and screens while engaging with customers on the phone.
• Process a wide range of complex plan details and articulate them clearly to customers with varying levels of knowledge and education.
• Work collaboratively as part of a team, supporting colleagues and contributing to a positive, professional and disciplined team culture.
• Maintain high levels of integrity, responsibility and discipline, consistently producing quality work in a heavily regulated environment.
• Spend extensive time on the phone taking inbound calls and making outbound follow-up calls to support enrolments and customer needs.

Requirements

The ideal candidate should have an active resident health insurance licence (and life licence and any required riders, such as Med Supp/Illness/Critical Care, where applicable), and be able to maintain and renew it as required. They should also have proven consultative sales and/or service background, with at least one year of sales experience and at least one season of health sales experience preferred. Strong aptitude for understanding Medicare insurance products and complying with all CMS regulations is essential, along with demonstrated ability to provide high-quality customer service and deliver a positive customer experience at all times. Strong computer skills, including proficiency with Microsoft Office and the ability to work with multiple screens and applications, are required. Excellent verbal communication skills, with the ability to explain complex information in simple, clear terms, are also necessary. The candidate should be able to absorb new information quickly and adapt to new processes and procedures in a dynamic environment, and demonstrate flexibility to work within a range of shifts and schedules based on business needs.

Qualifications

Proven track record of Medicare sales and/or broader insurance sales experience, particularly in a call centre environment. Experience working in a call centre or high-volume contact centre handling inbound and outbound calls. Experience providing benefits enrolment support and customer service in health insurance or related fields. Experience using multiple monitors and navigating various systems simultaneously while engaging with customers. Demonstrated desire to learn, strong self-study habits and a drive to succeed in a target-driven environment. Comfort working extensively on the phone, handling a high volume of calls and follow-up activities. Ability to manage detailed administrative and compliance-related tasks accurately and efficiently.

Skills

• Active resident health insurance licence, with the ability to maintain and renew it as required; life licence and relevant riders (such as Med Supp/Illness/Critical Care) where required by state.
• Ability to pass licensing exams (if applicable), AHIP and carrier certifications annually.
• Strong aptitude for understanding Medicare insurance products and complying with all CMS regulations.
• Demonstrated ability to provide high-quality customer service and deliver a positive customer experience at all times.
• Ability to consistently follow scripts verbatim and adhere to compliance requirements.
• Strong computer skills, including proficiency with Microsoft Office and the ability to work with multiple screens and applications.
• Excellent verbal communication skills, with the ability to explain complex information in simple, clear terms.
• Ability to absorb new information quickly and adapt to new processes and procedures in a dynamic environment.
• Strong organisational skills, including the ability to manage appointments, follow-up activities and multiple tasks simultaneously.
• Flexibility to work within a range of shifts and schedules based on business needs.
• No contracting restrictions related to carriers or previous employers, and the ability to provide release documentation if previously sponsored by carriers or other companies.
• Comfort working as a captive agent and in a role that may start as seasonal or temporary.
• Ability to operate effectively in a heavily regulated, fast-paced market environment.