Agent Support Representative

Job Title:       Medicare Advantage (MyTruAdvantage), Agent Support Representative

Reports To:    Vice President of Sales, MyTru Advantage
 

SIHO’s Agent Support Representatives assist in creating an excellent experience for SIHO’s MyTruAdvanage Agents.  The Agent Support Representative provides timely and effective sales support to MyTru Advantage selling agents. The Agent Support Representative will handle inbound and possible outbound phone calls to assist insurance agents with enrollment inquiries including the following: agent contracting, pre-enrollment inquiries, provider lookups, member questions, agent portal requests, and agent commissions.

This is a non-exempt position that will be onsite in our Indianapolis office. 
This is a M-F, 8-5, position that may require overtime during our busy selling season, which is October-March.

Role Responsibilities:

• Manage a high volume of inbound and outbound calls to assist insurance agents with enrollment-related inquiries, including compliance, pre-enrollment questions, commission issues, and other inquiries as needed.
• Handle inbound and outbound calls from external selling agents, as well as email and agent portal inquiries.
• Provide weekly reporting to leadership and assist in developing lessons learned for process improvement.
• Support agents with pre-enrollment inquiries, including compliance verification, product details, and process-related questions.
• Utilize internal resources, websites, and local networks to research and resolve agent inquiries regarding member enrollment and company products.
• Collaborate and develop agent strategies with broker manager and other department leaders.
• Foster and strengthen relationships with agents, contributing to MTA’s brand by ensuring a positive agent experience.
• Stay attuned to customer needs and perspectives, leveraging these insights to benefit the business.
• Take inbound and outbound calls throughout the day, except for scheduled breaks/lunches and any off-phone assignments approved by leadership.
• Expect opportunities for both voluntary and mandatory overtime, including some Saturdays during the AEP and OEP.
• During the Annual Enrollment Period (AEP), from October 15 to December 7, be available to work between 8:00 AM and 9:00 PM, Monday-Friday, flexibility to work overtime based on business needs.
• Note:  Time off will not be permitted during the AEP, 10/1-12/7, without leadership prior approval.
• Other duties as assigned

Minimum Skills Requirement:

• Possess a passion for customer service and relationship building
• Excellent communications (oral and written) and strong listening skills
• Knowledge of Medicare Advantage is preferred, but not required
• This job calls for strong emotional intelligence to proactively provide solutions
• Ability to maintain attendance to support required quality and quantity of work
• Commitment to support and maintain confidentiality in conformance to HIPAA guidelines

Required Education:

• High School Diploma and 2 years of Customer service experience
• Bachelor’s degree preferred, but will consider years of experience
• Microsoft Office experience required, specifically excel, outlook, and Teams
• CRM experience preferred, but not required

Other Requirements for Internal Applicants:

• Must be in current position with SIHO for at least one year.
• Must not have been on any type of performance management or warning within the last 6 months.
• Has demonstrated an excellent attendance record.