Licensed Retiree Benefit Advisor

Job Responsibilities

• Ability to consistently provide a world class experience at all customer touchpoints
• Maintain active resident health (and life if required) insurance license, or ability to renew license prior to start date, and any riders required by state (Med Sup/Illness/Critical Care)
• Pass AHIP and annual carrier certifications
• Knowledge of Medicare Advantage, Medicare Supplement, and prescription drug plans
• Willingness to learn about DSNP plans as well as Special Election Periods (Low Income Subsidy and Medicaid) for Retirees to be enrolled outside of the traditional Annual Enrollment Period
• Identify Medicare prospects needs using a needs analysis based selling approach, accurately answer questions, address any concerns, and recommend appropriate plans
• Enroll retirees compliantly and efficiently by reading scripting verbatim
• Meet and/or exceed key performance indicators
• Handle inbound customer service calls as well as outbound dialing by providing accurate and complete information to retirees with the intent of enrolling the customer in the appropriate plan based on their specific needs
• Make outbound calls to warm leads with the intent of scheduling appointments or completing an appointment with a participant
• Manage all appointments to follow up with a prospect
• Respond to voicemails within 24 business hours
• Monitor the internal chat and respond in a timely fashion to any questions or requests
• Deliver a consistently positive customer experience in a highly ethical and professional manner
• Strong computer skills, Microsoft Office proficiency, experience using multiple screens is a plus
• Capable of absorbing new information and adapting to new processes and programs rapidly
• Capable of processing a wide range of complex details and articulating in simple terms to customers with varying levels of knowledge and education
• Adhere to call center performance metrics, including customer satisfaction, compliance, and sales productivity.

Required Experience

• High school degree or equivalent
• 2 years of experience in consultative sales and/or customer service, preferably in a call center or high-volume environment
• Aptitude for understanding details of Medicare insurance and complying with all CMS regulations
• No contracting restrictions as related to carriers and/or previous employers

Skills

• Medicare sales and/or insurance sales
• Time management and self-discipline, ability to multitask
• Accountability and be open-minded to constructive criticism
• Effective communication including strong written and verbal communication skills, interpersonal skills, active listening, as well as conflict resolution and decision-making skills
• Independent thinker and take initiative in a virtual call center environment
• Strong computer skills, Microsoft Office proficiency, experience using multiple screens is a plus
• Desire to learn, ability to self-study, and absorb new information and processes rapidly
• Capable of spending extensive time on the phone making outbound calls and receiving inbound calls consecutively daily
• Capable of processing a wide range of complex details and articulating the details in simple terms to customers with varying levels of knowledge and education
• Performance accountability: Effectively manage call volume, meet AHT expectations, and maintain low offline time to ensure productivity and efficiency

Work Conditions

• Operate within a heavily regulated industry and a fast-paced/dynamic market environment which includes but is not limited to selling multiple insurance products
• Ability to work any shift assigned including weekends and possible overtime needs (7am – 10pm CST)
• Flexibility to move from one line of business to another based on business needs, which may include shifting from a single carrier to a multi carrier work environment