[Hiring] Application Support Representative @NTI

Role Description

The position is not available in the following states: Alaska, California, Hawaii, North Dakota, Puerto Rico, Rhode Island, US Virgin Islands, Vermont, Washington DC, Wyoming, and any location where the minimum wage exceeds $13.30 /hour.

Representatives do not recommend products, explain coverage options, provide guidance, influence decisions, or attempt to sell insurance. Their responsibility is strictly to facilitate the application process by:

• Asking required questions
• Accurately capturing responses
• Following established procedures

This is a fast-paced, high-volume call environment with representatives expected to handle back-to-back calls throughout the day.

Essential Duties and Responsibilities

• Authenticate the external agent using established verification procedures.
• Assist external agents and clients with completing EASY applications by phone.
• Ask required application questions clearly and consistently.
• Accurately enter client responses into the EASY system.
• Follow approved scripts, procedures, privacy standards, and compliance requirements.
• Maintain strict non-licensed and non-sales boundaries.
• Provide professional, efficient service in a high-volume call environment.
• Transfer calls to the Agency Support Team as needed.
• Other duties as assigned.

Requirements

• Ability to provide documentation of a severe disability certified by a physician.
• Ability to pass a background check.
• High School Diploma or GED.
• Solid to advanced computer skills, including data entry, navigating multiple screens and programs, and the use of dual monitors.
• Solid active listening skills and ability to multitask confidently (type and listen at the same time).
• Ability to carry out clear directives under a fast-paced, high-call-volume atmosphere while following company procedures, including meeting call metrics.
• Polite, professional, confident, friendly, and upbeat phone demeanor.
• Typing speed of 30 words per minute.

Conditions of Employment

• Successful completion of pre-hire testing.
• Successful completion of background check.
• Ability to provide documentation of a severe disability certified by a physician.

Special Position Requirements

• Able to work 20-25 hours per week between 8:45-5:30 pm Eastern Time, Monday through Friday.
• All employees work 5 days per week.
• While this is a part-time position, training may require up to six hours per day. Specific training hours will be communicated upon hire.
• After training, there will be 5 days of part-time nesting. Nesting hours are to be determined and will be provided during training.

Home Office Requirements

• Desk space for a computer, 2 monitors, keyboard, and mouse provided by the company.
• USB Headset is required; examples will be provided upon hire.

Internet and Phone Requirements

• Reliable, Hardwired DSL, Cable, or FiOS Internet (Wi-Fi, cellular network-based, and Satellite are not compatible).
• Internet speed requirements are a minimum of 6 Mbps download speed, 2 Mbps upload speed, and a PING below 100Ms.
• All internet must be approved by the client before moving forward.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is working from the quiet of their home office. No background noise such as TV, dogs barking, cell phone ringing, people talking, etc.

Physical Demands

While performing the duties of this job, the employee is required to operate a computer by navigating different windows and programs, type into applications, review, and comprehend information within software programs; communicate via telephone and virtual meeting rooms.

EOE Disability/Vets

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.