Licensed ACA Customer Service Representative

Job Description

Job Description

Position: Licensed ACA Customer Service Agent

Location: Florida (HQ is located in Fort Lauderdale, FL)

Status: In office , Full Time, W2

Dress code: Business Casual, Casual Fridays

We are looking for a highly motivated Licensed ACA Customer Service Agent to join our dynamic team. We are a rapidly growing technology focused Insurance sales company whose employees maintain a competitive nature and a desire to succeed above all.

Our philosophy is to provide a quality service to our clients, offering an easy and seamless experience from start to finish. We compassionately strive to take all of our client’s needs into consideration, which helps lead us to having a well-rounded understanding of who they are and what they want, so we can offer them the highest level of quality healthcare products out there.

At HIA, we recognize that our most valuable asset is our people. We prioritize creating an inclusive and diverse workforce, where every individual feels valued, respected, and empowered.

As our Licensed ACA Customer Service Agent you will handle inbound calls from our clients after the initial enrollment by our Sales Agents. You will also assist with outbound call campaign initiatives. You will answer customer inquiries about products & services, and resolve their concerns promptly & effectively.

Feel like you have what it takes? Great! We look forward to hearing from you and having you be part of the HIA Team.

• You will be on the call center frontline, supporting the needs of our enrolled clients.

• You will be the subject matter expert in our policies and be able to simplify the process for customers to understand complex information.

• You will assist customers regarding payments and late payment concerns.

• You will assist with ID card timeline, and replacement ID card request.

• You will assist with member requests to make updates to their application, including changes to income/household sizes.

• You will assist with adding/removing dependents on an application after the sale.

• You will assist Members who request to renew or change their coverage

• You will assist clients with clarifying questions regarding benefits or coverage and with locating in-network providers & facilities.

• You will assist with uploading required documents.

• You will provide outreach support to members that have alerts regarding documents that have not been uploaded.

• You will support clients with questions regarding how their addons work (ex. rx savers & Ameritas dental/vision)

• You will send emails to clients that request documents, including summary of benefits.

• You will work outbound call campaigns as needed.

• You will make outbound welcome calls to our newly enrolled clients

What you bring to the table

• You have demonstrated experience in the Health Insurance industry and working in a call center, in a similar or related role.

• You have an active 215 license in Florida (active in other states is a bonus).

• You have strong written and verbal communication skills to convey complex information in a clear and concise manner.

• You are a detail oriented person with strong active listening skills.

• You have exceptional organizational skills and multitasking capabilities – There are many different sources for our leads that must be handled in a unique and specific way.

• You thrive in sales and adapt to changing processes.

• You will have to be able to think on your feet and take direction very well. This is a fast-paced environment.

• You always remain courteous and maintain professionalism under pressure.

• You are highly motivated in your own success - We provide you with the tools, but it is ultimately up to you to use them.

• You keep up to date with best customer service practices and can contribute to our high-energy sales discussion board where everyone must participate throughout the day, as well as daily company-wide meetings on Zoom.

• You must have fast internet, a good computer, a great headset, and a webcam/ smartphone to partake in daily company meetings. Specifics are found below:

• Hardware/Internet Requirements - 50 - 100 Mbps or better internet speed, 8GB+ Ram, 3.2GHzGHz CPU/processor

Location & Hours

• This is an *IN OFFICE* position (Our HQ is located in Fort Lauderdale, Florida.)

• Hours of operation:

  • 9AM-5PM EST Monday-Friday

  • 10AM-5PM EST on select Saturdays & Sundays (typically during OE)

  • You must attend Monday & Friday morning meetings at 8:45am before the shift starts at 9am EST.

***OPEN ENROLLMENT PERIOD - We have extreme seasonality during our OEP. This is the time of year when the entire country is looking for health insurance. It runs from ~Nov 1 - Dec 15 & Dec 16 - Jan 15. We will be working long hours, and you will be compensated well.

Compensation

Range: $20 /hour, plus any overtime and commission.

Benefits

• Competitive Compensation

• Health, Dental, Vision Insurance after 3 month Probationary Period (Optional)

• 401 K + Company Matching after 3 month Probationary Period (Optional)

• Great Career development opportunities (90% of our current senior agents are promoted internally)

• Annual Company Events

The Interview Process

Round 1: Phone screen with our HR Team

Round 2: Video Interview with Shayne Klopp (Sr. Sales Manager) & Eddy Allen (Operations Manager)

> Conduct references and background check

> Offer

How We Hire

HIA is committed to a fair and equitable hiring process for all candidates. To ensure that each candidate’s journey is consistent and the selection process is unbiased, the team at HIA will not be responding to any personal messages regarding this role or other opportunities.

HIA is a proud equal opportunity workplace that is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

HIA is committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application or email View email address on ziprecruiter.com.