Member Service Agent

Purpose:

To assist prospective customers in the enrollment process and provide customer support regarding product

enrollment, account inquiries, customer complaints and/or support issues.

Job Description:

· Accept inbound calls from prospective customers, assess needs and offer available products

· Ability to comprehend and clearly articulate product knowledge from various Healthcare Insurance Plans

to prospective members/callers

· Provide explanation on quotes and product or coverage questions

· Identify customer needs, clarify information, research solutions and/or alternatives

· Remain up to date on product offerings, enhancements, and/or changes and modifications

· Apply professional solutions to customer problems to resolve issues and improve customer satisfaction

quickly and effectively

· Detail all customer interactions, including action taken and follow up needed in a comprehensible way

· Guide customers through troubleshooting the enrollment portal

· Identify escalating priority issues and report them to the necessary department

• · Understand and comply with insurance regulations and practice

Qualifications:

· Bachelor’s Degree or equivalent relevant work experience

· Previous insurance background required

· Effective communication skills

· Demonstrated persuasion and negotiation skills

· Strong interpersonal skills to build rapport with our customers

· Demonstrated proficiency of MS Office products (Outlook, Word, and Excel), internet, and other related

computer applications.

· Life and Health Insurance License preferred. Position requires incumbent to maintain current state

insurance license in life and health.

· Bilingual Spanish-speaking a plus