Licensed Loyalty/Retention Agent
Salelytics is seeking Licensed Insurance Agents to represent our partner, a major Medicare insurer, with highest end customer service, retention, and sales to current clients who may be better served with a change in plan. As a Licensed Loyalty Representative, you will be responsible for processing various incoming and outgoing phone calls for assigned clients in… accordance with policies, procedures, and quality standards as well as a focus on federal laws and regulations. The right candidate for this position will be able to easily master multiple computer systems and be capable of moving seamlessly between these systems while speaking to customers.
This position was created to offer white glove quality customer service to our client?s most venerable customers by answering questions, resolving issues, and helping them to make the decision to continue their relationship with their insurer. It is a year-round, full time career position for professional agents who seek competitive pay, a generous monthly bonus plan, and solid benefits package.
General Licensed Loyalty Agent Job Responsibilities- Exercise exceptional customer service skills to solve problems and retain current customers.
? Hold and maintain required resident state health insurance license, keeping up to date with continuing education, CMS, and carrier requirements.
? Ensure that calls are processed in strict adherence to established policies, procedures, and quality standards as well as applicable federal laws and regulations.
? Document customer issues, resolutions and outcomes as required by client.
? Maintain strict confidentiality of information provided by customer or data accessed within assigned systems.
? Maintain an in-depth knowledge of assigned client’s products and services.
? Be identified as a Licensed Agent per the Delegated Entity Requirements
? Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
? Escalate to supervisor any situation outside the employee?s control that could adversely impact the services being provided.
? Ability to handle member inquiries while maintaining a collected demeanor with upset or irate customers.
? Ability to manage multiple channels of communication, including inbound and outbound phone, email, chat and e-mail.
? Ability to move between varying types of inquiries within the same shift.
? Possess a command of English and the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products, as reasonably required.
? Ability to present detailed information and respond to questions from managers, clients, and customers.
? Ability to define problems, collect data, establish facts, and draw valid conclusions.
? Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
? Present offers by reading scripted presentations verbatim or paraphrasing and customizing the presentations to meet client requirements and bring member?s issues to resolution.
Related Duties as Assigned–
? The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents.
? Consequently, job incumbents may be asked to perform other duties as required.
? Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Human Resources representative to request a review of any such accommodations.
? Responsible for properly using, maintaining, and returning upon request any company equipment and assets issued by Salelytics.
Applicants for this job will be expected to meet or exceed the following minimum qualifications.
Education
? Must be 18 years or older and have a High School education or GED (required).
? Additional education may be required based on individual projects and/or locations. Active and current Health, or Health & Life/Accident home state license required.
? AHIP and Annual carrier sponsored sales agent requirements must be up to date prior to hire.
Experience
Minimum one year of telemarketing, appointment setting experience, one year of Customer Service experience solving customer problems OR one year of experience in an office setting environment using the telephone or computer as the primary instruments to perform you job duties.
Experience using Internet, Window applications (Word, Excel) and email services (Outlook).
Other
? Must be eligible for immediate release from any contract with a former upline with our partner carrier.
? Excellent verbal communication skills (vocabulary and articulation). Ability to express assurance/confidence and empathy.
? Ability to not only understand complex Medicare programs after training, but to be able to explain/articulate these programs to callers in ways that are clear, correct and objective.
? Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product.
? Ability to work a flexible schedule; may require holiday and weekends and must be easily adaptable to change, especially during the AEP and OEP seasons from 10/15-12/7 and 01/02-03/31 of each year.
? Ability to demonstrate internet-based, multi-screen computer navigation with ease.
? Ability to demonstrate customer engagement soft skills
? Salelytics is striving for a diverse workforce. We encourage Women, Minorities, LGBTQ Community Members, and Veterans to apply. We are an equal opportunity employer and do not discriminate based on Age, Race, or Sexual Identity/Orientation.
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