Job Description

OVERVIEW

The Customer Onboarding Specialist (COS) is responsible for making outbound and receiving inbound calls to primarily our Medicare Advantage clients. The primary focus of the position is to increase our placement rate. Hence, the role requires the ability to build rapport, educate our clientele, answer questions clearly, and focus on issue resolution. The COS also must be able to ensure that our clients’ applications are completed accurately. Lastly, the COS is responsible for conducting a Health Risk Assessment (when applicable) with our clients. Due to the nature of this business, the position may require the COS to make calls and efforts outside the intended scope of the role. This position is detail oriented, requires effective time management, and relies on delivering an exceptional customer experience.

ESSENTIAL DUTIES

The essential duties for this role include, but are not limited to:

• Make outbound calls to an assigned portion of the agency book of business in order to offer assistance to those with a recently submitted application.

• Verify that the client information was inputted correctly on the application.

• Provide answers to customer questions that cover a range of topics in the Medicare Supplement/Advantage spectrum.

• Ensure clients are satisfied with the plan they selected.

• Conduct Health Risk Assessment (HRA) survey, when applicable and agreed upon.

• Introduce clients to Portal and App, and conduct walkthroughs of each tool if requested.

• (Future State) Schedule E30 Call with client and CSA team member.

• Simultaneously navigate multiple systems while conducting consumer calls.

• Complete case management tasks (i.e., create, document, close, etc.) in Salesforce.

• Create a case for the original sales agent to get involved if issues arise or the client seems uncertain about the plan.

• Set follow up call appointments for clients that are unable to talk at the moment.

• Follow up with any client call backs, emails, or voice messages.

• Meet department goals and key performance indicators, including monthly occupancy rates.

• Attend and contribute to regularly scheduled and ad-hoc team meetings and training sessions.

• Deliver a consistent and exceptional customer experience by maintaining a positive, empathetic, and professional attitude toward customers at all times.

• Perform other duties and responsibilities as assigned.

Qualifications

• High School diploma or equivalent
• Minimum of one (1) year pre-sales or customer service experience
• Previous experience working in the Medicare health insurance industry, preferred
• Must demonstrate a passion and the ability to deliver an exceptional customer experience
• Adaptable to new technology
• Strong attention to detail and accuracy with excellent written, verbal, and interpersonal communication skills
• Ability to work in a fast-paced team environment while simultaneously managing and prioritizing multiple projects with strict deadlines.
• Health & Life Insurance License preferred

Additional Information

• Competitive compensation Medical, Dental and Vision benefits after a short waiting period
• 401k matching program
• Generous paid time off program with an additional company break during the holidays
• Annual Volunteer Time Off (VTO) and a donation matching program
• Life Insurance Employee Assistance Program (health & well-being on and off the job) Rewards and Recognition
• Maternity and Parental Leave Training program and ongoing support throughout your entire Spring Venture Group career
• Diverse, inclusive & welcoming culture
• Optional enrollment options include HSA/FSA, AD&D, Spousal/Dependent life insurance, Short Term/Long Term Disability, Travel Assist, and Legal plans

_ Security Responsibilities:_

• Operating in alignment with policies and standards
• Reporting Security Incidents
• Completing assigned training
• Protecting assigned organizational assets

Spring Venture Group is an Equal Opportunity Employer

All your information will be kept confidential according to EEO guidelines

Spring Venture Group is an Equal Opportunity Employer