Senior Client Services Agent (Medicare Sales)

About the Role

A Medicare Team Lead oversees a team responsible for assisting clients with Medicare plans, ensuring compliance with regulations, and providing excellent customer service. They monitor performance, provide training, and resolve escalated issues to improve efficiency and member satisfaction. This role also involves managing contracts, licensing, budgets, and forecasting.

Responsibilities

• Supervise and motivate a team of agents or specialists, ensuring daily operations run smoothly.
• Track and optimize team metrics, including sales conversion rates, production targets, and call quality.
• Ensure all operations comply with Medicare regulations and Lone Star Insurance Services policies.
• Act as the primary point of contact and subject matter expert for resolving complex member or provider issues.
• Lead training sessions in San Antonio & the Rio Grande Regions, develop job aids, and mentor new hires, especially during the annual enrollment period.
• Identify areas for improvement in workflows and implement changes to enhance efficiency.
• Forecast opportunities during the peak open enrollment period.
• Maintain referral programs, working closely with branches and partners to uncover opportunities.
• Maintain current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity.
• Comply with all federal and state laws, regulations, and established Lone Star National Bank and Lone Star Insurance Services policies and procedures.

Qualifications

• 5+ years of sales management, sales leadership, or Medicare-specific experience (Medicare Advantage, Part D, Drug RX, Supplement) (Required)
• Bachelor’s degree preferred or equivalent work experience.
• Active Health/Life insurance license, with the ability to pass AHIP Certification.
• Strong understanding of Centers for Medicare & Medicaid Services rules and regulations.
• Strong communication, interpersonal, and problem-solving skills.
• Proficiency with computer systems, including Microsoft Office and Customer Relationship Management (CRM) tools.
• Passion for delivering high-quality service to Medicare members.
• Ability to mediate disputes and handle escalated situations effectively.
• Proven ability to set, achieve, and exceed performance targets.
• Ability to work in a fast-paced environment and handle changing requirements.
• Ability to sell products within obtained licenses.
• Ability to travel to San Antonio and the Rio Grande Valley, Texas.
• Bilingual in English and Spanish (preferred)

Organization

This position reports to the Insurance Office Manager and oversees the Client Services Agents (Medicare).

Training Requirements

All employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function. Compliance with federal insurance laws, regulations, and internal company policies is mandatory. Failure to adhere may result in disciplinary action, including probation and possible termination.

Community Involvement

Lone Star Insurance Services is committed to helping communities grow by serving them with pride and integrity. Employees are encouraged to participate in company-sponsored activities, civic, charitable, and community events, and to be active in the communities we serve.