Customer Onboarding Specialist

3 weeks ago

Kansas City, Missouri, United States Spring Venture Group Full time

Company Description

As a leader in Medicare health insurance distribution, Spring Venture Group guides people through one of their most important life decisions — finding the right insurance coverage. We are on a mission to be the most trusted partner for our customers and our people, enabling empowered decisions along the journey to health and financial well-being.

Spring Venture Group offers incredible culture, benefits, and fantastic income potential in a stable and successful work environment at a Medicare agency. This starts with a workplace that empowers people to do their best work. Come build a rewarding career and make a meaningful impact on peoples' lives in an environment that values your determination. Join our diverse, inclusive team and get ready to crush your goals

Job Description

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.

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.

Compensation:
$18.50/hr
Estimated Job Posting End Date:
9/15/2024
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

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
Spring Venture Group is an Equal Opportunity Employer

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