Ability to consistently provide a “WOW” experience at all customer touchpoints.
Ability to pass licensing exam, AHIP, and carrier certifications annually.
Knowledge of Medicare health, prescription drug plan, vision, and dental enrollments.
Ability to identify Medicare prospects needs using a needs analysis based selling approach, accurately answering questions, addressing any concerns, and recommending appropriate plans.
Enroll retirees compliantly and efficiently by reading scripting verbatim.
Outbound phone calls to pre-set appointments, generate direct to consumer leads.
Meet and/or exceed key performance indicators.
Handle inbound service calls by providing accurate and complete information.
Actively manage all assigned appointments to ensure all retirees needs are met on a timely basis.
Respond to voicemails within 24 hours, internal chat requests, handle and resolve customer complaints and/or client escalations.
Deliver a consistently positive customer experience in a highly ethical and professional manner.
Absorb new information and have the flexibility to adapt to new processes rapidly.
Ability to process a wide range of complex details and articulate the details in simple terms to customers with varying levels of knowledge and education.
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)
Qualifications for a Contact Center Virtual Benefit Advisor
To perform this job successfully, a dedicated quiet home office/workspace is needed with stable internet connection. A home-based system test will be required to ensure speed and quality match company requirements (currently minimum speed is 100 Mbps). Cost for internet and/or phone services and equipment will not be reimbursable. Alight Retiree Health Solutions will provide a laptop, additional monitor, keyboard, mouse, and headset. The most successful agents maximize their selling opportunity from October 1st thru December 31st.
To be successful, you will need the following skills:
Time management and self-discipline, ability to multitask.
Excellent written and verbal communication skills, strong interpersonal skills
Strong computer skills, Microsoft Office proficiency, experience using multiple screens is a plus.
Accountability
Effective communication, conflict resolution and decision-making skills
Ability to perform basic troubleshooting steps and utilize resources properly.
Required Knowledge and Sales Experience
Strong consultative sales and/or service background
Desire to learn, ability to self-study, driven to succeed.
Aptitude for understanding details of Medicare insurance and complying with all CMS regulations.
No contracting restrictions as related to carriers and/or previous employers.
Release documents are required if previously sponsored by carriers or other companies.
Proven track record of Medicare sales and/or insurance sales a plus
Work Conditions
Operate within a heavily regulated industry and a fast-paced/dynamic market environment.
Ability to work any shift assigned while the call center is open; during peak season, the SSC is open from 7:00am – 1:00am central; may require some weekends.
Extensive time spent on the phone making outbound calls and receiving inbound calls consecutively daily.
Education and Certification
High School degree (or GED) required.
Undergraduate degree or equivalent work experience preferred.
Questionnaire:
1. License of Insurance Copies both Life & Health
2. AHIP - Have you taken AHIP test within last one year. If not, will you be able to take the AHIP test?
Employment type
Contract
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