Agency Service Rep III

Agency Service Representative III (Onsite) – Bilingual Spanish

Shift: Monday‑Friday; 8am to 5pm CT. Occasional evenings and weekends may be required, especially during peak periods (e.g., Annual/Open Enrollment).

Location:

10800 Bellaire Blvd, Suite C, Houston, TX. This role requires on‑site work at the posted location.

Job Level: Non‑Management

• Assist members and prospective members in person (storefront), by phone, and in writing, providing accurate guidance and service support.
• Respond to inquiries involving Medicare and Dual plan information, benefits, policies/procedures, and general program questions; appropriately escalate complex issues.
• Perform basic enrollment and billing maintenance transactions, ensuring accurate documentation and follow‑through.
• Support special projects and operational needs; create and provide reports as required.
• Coordinate mailings and fulfillment requests.
• Support manager requests including preparation for meetings and community activities, and may assist with roadshows/outreach events.
• Meet established performance expectations for productivity, timeliness, quality, and customer experience.

• High school diploma or GED equivalent.
• Minimum 5 years of related customer service experience (or equivalent combination of education and experience).
• Bilingual English/Spanish required.
• Experience in a customer‑facing and/or high‑volume service environment (in person and/or phone).
• Previous health insurance experience supporting senior and disabled populations.
• Knowledge of Medicare and Medicaid, including Dual Eligible populations.
• Advanced benefits, claims, enrollment, billing, or membership knowledge.
• Experience supporting sales, brokers/agents, and/or community outreach efforts.
• Proficiency with Microsoft Office (Outlook, Excel, Word) and CRM/tools (Salesforce preferred).
• Active Texas Health & Life Insurance license highly preferred.