[Hiring] Seasonal Health Insurance Licensed Agent @MarketSource

Role Description

The Licensed Agent Seasonal is responsible for connecting with our client’s existing and potential members/customers while working on projects requiring strong customer service and sales skills to assist members and customers with plan modifications, updates, clarifications, and/or escalations to deliver best-in-class customer service to drive member engagement and retention.

• Processing various incoming and outgoing phone calls for assigned clients and programs focused on customer service and/or sales in accordance with policies, procedures, quality standards, and federal laws and regulations.
• Call processing includes but is not limited to:
  • Uncovering member concerns
  • Presenting solutions
  • Processing enrollment applications
  • Overcoming member objections
  • Transitioning between script elements
  • Asking for sales
  • Obtaining, entering, and verifying member information (e.g. names, addresses, etc.)
  • Answering questions
  • Resolving issues and providing Member service
• Depending on client requirements, either present offers by reading scripted presentations verbatim or paraphrasing and customizing the presentations based off product summary information, allowing an opportunity to make an informed decision regarding the purchase of a product/service offer and bring member issue to resolution.
• Maintain strict confidentiality of information provided by customer or data accessed within assigned systems.
• Ability to handle member/customer inquiries and escalate as appropriate to supervisor those situations outside the Agent’s control.
• Maintain all licensing and continued education requirements.

Qualifications

• Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
• Maintain excellent product knowledge regarding product offers, pricing and upsells.
• Ability to manage multiple channels of communication, including inbound and outbound phone, email, chat and paper.
• Ability to move between varying types of inquiries within the same shift.
• Possess a command of the English language with strong written and verbal communication and rapport building skills.
• 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.
• Ability to multitask across multi-functional work.
• Aptitude for understanding details of insurance or complex information.
• Takes initiative and demonstrates active listening and strong problem-solving skills.
• Demonstrating sustained confidence and resilience during challenging interactions with the ability to de-escalate as needed.

Requirements

• High School diploma or GED required; additional education may be required based on individual projects and/or locations assigned.
• Must have ability to be licensed and appointed by assigned client in all operating jurisdictions.
• Minimum one year of telemarketing, appointment setting experience, one year of Customer Service experience solving customer problems and/or one year of experience in an office setting environment using the telephone or computer as the primary instruments to perform specific job duties.
• Strong consultative service and/or sales background.
• Experience using Internet, Window applications (Word, Excel) and email services (Outlook).
• Based on program assignment, including project and/or location of project assigned, may need to be bilingual in English, Spanish, French, or other languages as designated.

Benefits

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)