Licensed Retention Specialist

SUMMARY 

Responsible for providing a wide variety of support services to promote the company's product portfolio via the telephone and internet to support Medigap to increase company revenue and profit.            

ESSENTIAL DUTIES AND RESPONSIBILITIES 

•    Existing Client Support:  Work with existing clients to discuss current policies and prices and determine if the client continues to have the best health care plan available;

•    Renew and rewrite existing policies and cancellations for clients and cross sell exiting policies.  Conduct exit interviews for disenrolled clients. Monitor compliance with program reporting rules and requirements;

•    Update and maintain CRM in accordance with policies and procedures.  Document each and every consumer contact with detailed notes;

•    Special Projects:  Work collaboratively with fellow staff to advance the values and mission of Medigap and Senior Market Sales by serving on relevant internal and external committees; Assists with special projects/assignments as requested by members of management;

•    Perform all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates;

•    Performs other duties as assigned. 

QUALIFICATIONS 

EDUCATION / EXPERIENCE 

High School Diploma, or GED, or equivalent combination of education and experience 

Bachelor's Degree, in Marketing or a related field 

Two (2) or more years, Customer Service 

 Life/Health Insurance License, within 30 Days, Required 

SKILLS  

Active Life and Health Insurance license in resident state. 

Working knowledge of insurance services industries and specific current knowledge of product lines assigned to the sales associate. 

Knowledge of the general industry procedures, practices and terminology. 

Skill in working effectively with inbound and outbound callers/customers. 

Skill in negotiating and problem solving to resolve internal and external conflicts. 

Skill in the use of office equipment including computer, fax, printer, telephone system, etc. 

Skill in the use of time management and organization skills. 

Skill in maintaining effective working relationships with all customers, employees and the general public. 

Skill in project management. 

Proficient computer skills (Microsoft/Word, Excel, PowerPoint, Adobe Acrobat, MS Outlook software preferred). 

Ability to communicate effectively, both orally and in writing, in a constructive manner. 

Ability to approach and communicate with a wide range of personalities in a professional and courteous manner. 

Ability to be patient under frustrating circumstances and demonstrate controlled emotional affect in difficult situations. 

Ability to engage in effective interpersonal interaction, verbal communication and written communication. 

Ability to persuade. 

Ability to run quotes for products. 

Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests. 

Ability to read, write and communicate English effectively. 

Ability to maintain all company policies, including all confidentiality and safety policies. 

Ability to actively contribute to team effort. 

Ability to work independently, exercise independent judgment, make and execute decisions. 

Ability to be a self starter, motivated and accomplish goals and tasks within a given time frame. 

Strong verbal and written proficiencies of the English language. 

Bilingual (Spanish and English)