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Conduct inbound and outbound calls for various member engagement campaigns throughout the year.
Educate members on plan benefits, encourage plan utilization, and ensure timely premium payments.
Document all customer interactions accurately in the CRM system.
Work outbound campaigns using manual lead lists and automated telephonic systems.
Answer member inquiries and process policy changes as needed.
Deliver best-in-class customer service to ensure customer satisfaction and retention.
Offer scheduled callbacks when appropriate to maintain customer engagement.
Communicate effectively with members using professionalism, patience, empathy, and active listening skills.
Maintain a high level of accuracy and attention to detail.
Generate new business and maintain existing members through inbound and outbound sales activities.
Sell health and ancillary products across multiple business segments.
Manage the complete customer lifecycle: Acquire, Welcome, Engage, Retain, and Re-sell.
Meet or exceed established sales quotas and performance metrics.
Manage assigned leads, open opportunities, and cross-selling opportunities within the book of business.
Maintain ongoing client relationships to support retention and future sales opportunities.
Respond to customer inquiries regarding products and policy changes.
Identify customer needs and overcome sales objections effectively.
Drive business growth by exceeding sales, retention, quality, compliance, and service goals.
Resolve customer concerns on the first call whenever possible and accurately document interactions.
Adhere to all compliant sales scripts, procedures, and company policies.
Research and resolve customer disputes within established guidelines.
Complete and maintain all required documentation and records accurately.
0–1 years of related work experience.
High School Diploma or GED required.
Active Florida 2-15 or 2-40 Health Insurance License required.
Excellent verbal and written communication skills.
Strong interpersonal and customer service skills.
Proficiency in using computers and navigating multiple systems/screens simultaneously.
Strong typing and data entry skills.
Ability to work independently and collaboratively in a team environment.
Ability to work flexible schedules, including evenings, weekends, and holidays.
Strong listening skills with the ability to identify customer needs and provide appropriate solutions.
Previous call center experience.
Experience working in a remote environment.
Prior telesales experience.
Bilingual (Spanish/English) preferred but not required (approximately 25% preferred).
Experience Level: Entry Level (0–1 Years)
Work Environment: Remote/Call Center Environment
License Requirement: Active Florida Health Insurance License (2-15/2-40)
Required Licenses and Certifications: