Licensed Benefit Advisor

Job Title:

Licensed Benefit Advisor

Job Description

This role focuses on educating retirees and pre-Medicare individuals on their insurance options and enrolling them into suitable health, prescription drug, vision and dental plans. You will conduct needs-based consultations, provide clear Medicare education, and guide customers through the end-to-end enrolment process primarily over the phone and in a virtual environment. The position requires strong consultative sales skills, high ethical standards, excellent customer service, and the ability to manage pre-set appointments without any cold calling.

Responsibilities

+ Sell and enrol retirees into appropriate insurance products, including health, prescription drug, vision and dental plans, based on their individual needs.

+ Advise pre-Medicare eligible recipients on their available options and support them in selecting the most suitable plan.

+ Provide clear Medicare education, explaining plan features, benefits and limitations in simple, easy-to-understand terms.

+ Conduct detailed needs analyses to identify customer requirements and recommend appropriate plans using a consultative, needs-based selling approach.

+ Deliver a consistently positive, ethical and professional customer experience at every interaction, aiming to provide a genuine "wow" experience at all customer touchpoints.

+ Read and follow approved scripts verbatim to ensure compliant and accurate communication with customers.

+ Handle inbound service calls, providing accurate and complete information with the intent of enrolling customers into appropriate plans where suitable.

+ Actively manage a calendar of pre-set appointments, ensuring timely follow-up with prospects and effective use of scheduled time.

+ Respond to customer voicemails within 24 hours and manage internal chat requests promptly and professionally.

+ Handle and resolve customer complaints and client escalations, ensuring issues are addressed thoroughly and documented as required.

+ Monitor internal chat channels and respond quickly to questions or requests from colleagues or leadership.

+ Meet or exceed key performance indicators, including sales targets, quality metrics, compliance standards and customer satisfaction measures.

+ Maintain an active resident health insurance licence (and life licence and any required riders, such as Med Supp/Illness/Critical Care, where applicable) and ensure all continuing education requirements are completed on time.

+ Successfully complete and maintain AHIP and carrier certifications on an annual basis, and comply with all CMS regulations.

+ Accurately complete test calls and follow specified processes to ensure quality and compliance standards are met.

+ Use strong computer and multitasking skills to navigate multiple systems, applications and screens while engaging with customers on the phone.

+ Absorb new information quickly and adapt to new processes, procedures and regulatory changes in a fast-paced environment.

+ Process a wide range of complex plan details and articulate them clearly to customers with varying levels of knowledge and education.

+ Work collaboratively as part of a team, supporting colleagues and contributing to a positive, professional and disciplined team culture.

+ Maintain high levels of integrity, responsibility and discipline, consistently producing quality work in a heavily regulated environment.

+ Spend extensive time on the phone taking inbound calls and making outbound follow-up calls to support enrolments and customer needs.

Essential Skills

+ Active resident health insurance licence, with the ability to maintain and renew it as required; life licence and relevant riders (such as Med Supp/Illness/Critical Care) where required by state.

+ Ability to pass licensing exams (if applicable), AHIP and carrier certifications annually.

+ Proven consultative sales and/or service background, with at least one year of sales experience and at least one season of health sales experience preferred.

+ At least one season of Medicare sales experience is considered a strong advantage.

+ Strong aptitude for understanding Medicare insurance products and complying with all CMS regulations.

+ Demonstrated ability to provide high-quality customer service and deliver a positive customer experience at all times.

+ Ability to consistently follow scripts verbatim and adhere to compliance requirements.

+ Strong computer skills, including proficiency with Microsoft Office and the ability to work with multiple screens and applications.

+ Excellent verbal communication skills, with the ability to explain complex information in simple, clear terms.

+ Ability to absorb new information quickly and adapt to new processes and procedures in a dynamic environment.

+ Strong organisational skills, including the ability to manage appointments, follow-up activities and multiple tasks simultaneously.

+ Flexibility to work within a range of shifts and schedules based on business needs.

+ No contracting restrictions related to carriers…