System Support Associate I

: SMS is part of the Alliant family of companies. SMS is a full-service insurance marketing organization (IMO) dedicated to helping independent insurance agents leverage time, make more money and put their business in a position of distinction. Founded in 1982, SMS has grown into one of the industry's foremost IMOs with more than 320 employees and 65,000 independent agents under contract. With products and agents in all 50 states, SMS offers the industry's most complete IMO experience. We support every facet of an agent's business, from our comprehensive senior product portfolio to our technology, services and marketing programs. Due to recent company growth, we are seeking an experienced Leader who will work closely with our business partner organizations and service the SMS distribution system for our ACA business models. Social media link: Medigap Life is part of the Alliant family of companies. Medigap Life specializes in affordable Medicare Health Plans. We work with several insurance companies to help you find a plan that fits your needs. We help you compare Medicare Supplements, Medicare Advantage & Part D Prescription Drug plans. Social media link: The Marketing & Sales System Support Associate I is responsible for providing a wide variety of services to support marketing, sales tools and software company wide. Responsibilities:

• Inbound and outbound calls and emails to provide marketers and producers with training, service, and support for SMS web-based tools, primarily, but not limited to Lead Advantage Pro.
• Monitoring, triaging and statusing Jira help desk for LA Pro.
• Creating and escalating help desk tickets to IT when needed.
• Work with partner website vendors to assist with and provide approved website content; Provide support for Lead Advantage Pro Help Desk requests from internal (Med Solutions) and external (Producers) users;
• Assist with dental website domain purchase and set up for Producers.
• Provide subject matter expertise to assist IT with Lead Advantage Pro requirements for new features and upgrades and with quality assurance (QA) testing as needed, for example during ramp up to AEP and other times of high demand.
• Encode PDF carrier enrollment forms with writeable fields for App-By-Email in Lead Advantage Pro system. Assist with uploading and updating carrier documents and SMS dynamic docs in Lead Advantage Pro and other systems as needed.
• Maintain, update, and test carrier rates, forms and plan benefits in Lead Advantage Pro and related systems. Create and update desk manuals to maintain accurate processes.
• Collaborate with IT and Marketing in ramp-up to AEP to configure Medicare Advantage and Medicare Part D plan details, quoting, forms and enrollment in Lead Advantage Pro.
• Assist in managing credit card authorization and payment portal; assist Accounting Dept. with invoicing and updating agent credit card information for leads, Drug Lookups, and various web services.
• Work collaboratively with fellow staff to advance the values and mission of Senior Market Sales by serving on relevant internal and external committees; Assists with special projects/assignments as requested by members of management.
• Qualifications:
• High School Diploma or GED with a minimum of one (1) year general insurance industry or related field (financial services, marketing, web-based business, business-to-business customer service or call center) experience required.
• Strong verbal and written proficiencies of the English language is required and bilingual (Spanish and English) preferred.
• Working knowledge of insurance services industries and knowledge of the general industry procedures, practices, and terminology.
• Skill in using office equipment, navigating the Internet, and basic understanding of its uses including concepts of html, ftp, domain registry, etc.
• Skill in working effectively with inbound and outbound callers/customers and negotiating/problem solving to resolve internal and external conflicts.
• Time management, project management, and organization skills.
• Skill in maintaining effective working relationships with all customers, employees, and the general public.
• Ability to maintain all company policies, including all confidentiality and safety policies and actively contribute to team effort.

Equal Opportunity Employer; SMS participates in the E-Verify system. “Successful people do those things that failures refuse to do.” Equal Opportunity Employer; SMS participates in the E-Verify system.