**Duties & Responsibilities:**
+ Provides high quality on-line and telephone assistance to all customers including brokers/agent and their uplines
+ Provides high quality handling of customer inquiries, via mail, e-mail and chat sessions
+ Resolves inquiries and issues relating to all aspects of broker/ agent business:
+ Broker/Agent questions and issues regarding member eligibility, benefits, claims process, as well as product questions and various other customer support functions
+ Broker/Agent questions and issues regarding onboarding, recertification and commissions,
+ Makes recommendations to management concerning problems, problem trends and process improvement
+ Maintains an open exchange of information with internal and external customers
+ Works with the Quality Assurance team to understand, track and trend quality performance issues
+ **Works a flexible schedule including a late shift and weekends, and as needed during the Annual Open Enrollment Period, Open Enrollment Period and during unforeseen business disruptions**
+ Additional duties as necessary
**Minimum Qualifications:**
+ High school diploma or GED from an accredited institution
+ Experience providing quality service across a broad range of business topics
+ Telephonic customer service experience including handling of escalated calls
**Preferred Qualifications:**
+ Working experience with Microsoft Office Suite applications including Excel, Word, PowerPoint, and Outlook
+ Conflict resolution experience
+ Experience handling complex situations and/or projects
+ Healthcare industry experience
**Compliance & Regulatory Responsibilities: Noted above**
**License/Certification: N/A**
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.