Renewal Support Specialist (Seasonal)

Position Summary:

This position is a seasonal, professional level administrative job working in an insurance office environment. The Renewal Support Specialist role is viewed as a trusted advocate and advisor for RetireMED®iQ clients. As such, the Renewal Support Specialist is available to answer client questions (through taking incoming calls from and making outgoing calls to clients), provides reliable information and resources to help the client on his/her retirement health insurance journey. It is an individual contributor, hourly, non-exempt position. Tasks include daily handling, in a professional and courteous manner, of client calls, group client meetings, scheduling appointments, using a wide variety of computer and company tools to assess client needs, working within the RetireMED®iQ database, analyzing data, presenting/discussing/recommending insurance plans and benefits to clients, helping clients complete enrollment forms, etc. This position will support the growth of a team-centered work culture.

Primary Job Responsibilities:

• Complete all RetireMED®iQ and carrier-specific training, licensing, certifications, appointments, carrier/product knowledge, etc. before the start of AEP
• Answer inquiries (via phone calls, email, mail, and/or in-person), assess client needs and recommend appropriate next steps promptly and professionally, with follow-up (from start to resolution) in a timely manner
• Explain RetireMED®iQ services, basics and details of Medicare, FFM, carrier plans, etc.; follow all Medicare and RetireMED®iQ compliance rules
• Be an advocate for the client internally and with carriers and CMS
• Conduct one-on-one telephone reviews with clients; potentially participate in client group meetings as needed
• Explain products and options to clients, including a renewal recommendation, when appropriate

o Complete enrollment forms and make the process easy for clients
o Ensure enrollment forms and all other required documents are error free and complete

• Fully complete all required CRM data entry accurately and in a detailed, timely manner; document all conversations and activities in CRM; update client profile information and schedule appointments when necessary
• Advise the Client Engagement team and Team Lead(s), as well as the Benefit Advisors, of issues that affect clients
• Assist in other administrative projects as requested
• Participate in daily rotations for:

o Lunch-time phone coverage
o Answering/responding to Renewal Client Voice Mails and Renewal E-Mail Inbox

• Serve as an RetireMED®iQ ambassador internally and externally, displaying our core values of integrity, family, teamwork, knowledge, and communication

Education, Skills and Experience Requirements:

• Prior customer service and telephone experience; strong people, verbal/written communication, and phone skills
• Professional demeanor, positive attitude and team player; embraces change
• Self-motivated and takes initiative appropriate for job; strong organizational skills and attentive to detail
• Strong analytical, problem solving and critical thinking skills; great time management skills
• Able to multi-task
• Good working knowledge of MS Office and the Internet
• Strong keyboarding skills
• Quick to learn and navigate CRM and other company tools and resources
• Flexible; must be able to work evenings and weekends as scheduled
• Carrier, product and Medicare knowledge preferred (requirement for role once hired)
• Insurance background and license preferred (license required for role – company paid)

  • Accepted file types: pdf, doc, docx.