Client Advisor
Position Summary:
This position is a full-time, professional level administrative job working in an insurance office environment. The Client Advisor role is viewed as a trusted advocate and advisor for RMIQ clients. As such, the Client Advisor is available all year to answer client questions (through taking incoming calls and making outgoing calls to clients), navigates issues on the client’s behalf and provides reliable information and resources to help the client on his/her retirement health insurance journey. It is an individual contributor, hourly, non-exempt position. Tasks include daily handling, in a professional and courteous manner, of client calls, client meetings, scheduling appointments, using a wide variety of computer and company tools to assess client needs, working within the RMIQ database, analyzing data, presenting/discussing/recommending insurance plans and benefits to clients, helping clients complete enrollment forms, etc. This position will support the growth of a team-centered work culture.
Primary Job Responsibilities:
- Stay current on all training, licensing, certifications, appointments, carrier/product knowledge, etc.
- Explain RMIQ services, basics and details of Medicare, carrier plans, etc.; follow all Medicare and RMIQ compliance rules
- Be an advocate for the client internally and with carriers and CMS
- Answer inquiries (via phone calls, email, Calendly, mail, and/or in-person), assess client needs and recommend appropriate next steps promptly and professionally, with follow-up (from start to resolution) in a timely manner
- Conduct assigned client meetings which will be done via telephone, Zoom, or one-on-one
- Explain products and options to clients, including a plan recommendation, when appropriate
o Complete enrollment forms/online enrollment and make the process easy for clients
o Ensure enrollment forms and all other required documents are error free and complete
- Fully complete all required CRM data entry accurately and in a detailed, timely manner; document all conversations and activities in CRM; update client profile information and schedule appointments when necessary
- Advise the Client Engagement team, as well as the Benefit Advisors, of issues that affect clients
- Participate in daily rotations for:
o Lunch-time phone coverage
o meetings with clients; includes answering questions and
problem-solving assistance
o Answering/responding to Client Voice Mails and E-Mail Inbox
- Assist Client Engagement Team Lead with establishing and updating processes and procedures
- Assist Client Engagement Team Lead with onboarding and training of seasonal hires; mentor new department hires
- Meet all performance goals as outlined on the Performance Contract, as well as other relevant company goals
- Serve as a RMIQ ambassador internally and externally, displaying our core values of integrity, family, teamwork, knowledge, and communication
Education, Skills and Experience Requirements:
- Carrier, product, Medicare knowledge (preferred - will be required after hiring)
- Insurance background and license (preferred -will be required after hiring)
- Prior customer service and telephone experience; strong people skills, verbal/written communication, and phone skills
- Strong analytical, problem solving and critical thinking skills; great time management skills; able to multi-task
- Professional demeanor, positive attitude and team player; embraces change
- Self-motivated and takes initiative appropriate for job; strong organizational skills and attentive to detail
- Good working knowledge of MS Office and the Internet
- Strong keyboarding skills; able to quickly learn and navigate CRM and other company tools and resources
- Flexible; able to work late and weekends as necessary during the Annual Enrollment Period