Humana Agent Support Representative 2

Profile

Description

The Agent Support Representative 2 provides timely and effective sales support to Humana's selling agents. The Agent Support Representative will handle a high volume of inbound and possible outbound phone calls to assist insurance agents with pre-enrollment inquiries including the following: agent compliance (contracting, licensing, and certification), member enrollment, and agent commissions.

Responsibilities

The Agent Support Representative 2 processes sales and invoices so that customer orders paid accurately and on time. Drafts sales documentation, proposals, reports, and correspondence such as sales contracts and maintenance agreements. Makes standard calculations to accurately compile and report statistics. Performs background research on customer accounts, prospects, competitors, and industry trends to support the sales teams activities. Answers internal and customer inquires. Communicates with staff from other areas in the organization to confirm the status of orders and resolve customer complaints. Maintains up-to-date customer records. Decisions are typically focus on interpretation of area/department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

Minimum of High School diploma or equivalent

2 years of comprehensive customer service experience

Communicates effectively and confidently with all internal/external customers with excellent written and verbal communication

The Hours of operations are 8:00 AM - 9:00 PM EST - Monday - Friday and Saturday's during annual peak season. You would work an 8 hour shift within the hours of operations. (Schedules subject to change based on business need)

Proficiency in all Microsoft Office Programs including Word, PowerPoint, and Excel

Ability to navigate multiple computer systems, applications and utilize search tools to find information

Demonstrates high level of critical thinking and problem solving skills

Demonstrates high level of multitasking ability

Demonstrates high level of emotional intelligence with the ability to handle sensitive and/or confidential information

During busy season please expect overtime opportunities both voluntary and mandatory

Work-At-Home Requirements

Must ensure designated work area is free from distractions during work hours and virtual meetings

Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 25x10 (25mbs download x 10mbs upload) for optimal performance of is required

Preferred Qualifications

Associate's or Bachelor's Degree

Previous call center experience (inbound/outbound), sales, insurance, or healthcare experience

Previous experience in a home-office setting

Positive engaged attitude

Conflict resolution experience

Additional Information

During the Annual Enrollment Period which runs from October 15th - December 7th - Must have the ability to work between the hours of 8 a.m. to 9 p.m. Monday through Saturday with the flexibility to work overtime based on business needs. Schedules subject to change based on business need.

Humana provides a comprehensive virtual training program for the first 4 weeks from start. Attendance is required for your success

Must commit to working within the department for minimum of one year

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com