Responsible for connecting with existing and potential Members while working on projects requiring strong sales skills to covert the call to a sale with an emphasis of most calls on sales; sales agents are responsible for processing various incoming and outgoing sales focused phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations

Licensed Sales Agent Functions – Connect with existing and potential Members while working on projects requiring strong sales skills to covert the call to a sale with an emphasis of most calls on sales while ensuring adherence to corporate and department policies and procedures

• Sales Agents are responsible for processing various incoming and outgoing sales focused phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations
• Call processing includes presenting offers, overcoming caller objections, transitioning between script elements, asking for sales, obtaining, entering, and verifying Member information (e.g. names, addresses, etc.), answering questions, resolving issues and providing Member service
• Depending on client requirements, either present offers by reading scripted sales presentations verbatim or paraphrasing and customizing the presentations based off of product summary information, allowing an opportunity to make an informed decision regarding the purchase of a product/service offer
• Agents should maintain established quality and completed calls per hour goals while supporting Salelytics goals and objectives
• Maintain excellent product knowledge regarding product offers, pricing and upsells

General Licensed Sales Agent Job Responsibilities- Exercise exceptional customer service skills in an effort to optimize each contact with the Member.

• Hold and maintain required annual State license certification for the State in which Agent does business and maintain Appointment to sell Client products
• Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
• Maintain required documentation  in  an  accurate  and  timely  manner  using  established systems
• Maintain strict confidentiality of information provided by customer or data accessed within assigned systems
• Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding Member calls
• Be identified as a Licensed Agent per the Delegated Entity Requirements
• Establish and maintain a professional relationship with internal/external customers, team members and department contacts
• Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided Ability to handle Member inquiries
• Ability to manage multiple channels of communication, including inbound and outbound phone, email, chat and paper
• Ability to move between varying types of inquiries within the same shift
• Possess a command of English and the ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products, as reasonably required.
• Ability to present detailed information and respond to questions from managers, clients, and customers
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
• Present offers by reading scripted presentations verbatim or paraphrasing and customizing the presentations to meet client requirements and bring Member issue to resolution

Related Duties as Assigned--

• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
• Consequently, job incumbents may be asked to perform other duties as required
• Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Human Resources representative to request a review of any such accommodations

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Minimum Qualifications: Applicants for this job will be expected to meet the following minimum qualifications.

• Education

  Must be 18 or older and have a High School education or GED required. Additional education may be required based on individual projects and/or locations

  Active and current Health, or Health & Life/Accident home state license required

• Experience

  • Minimum one year of telemarketing, appointment setting experience, one year of Customer Service experience solving customer problems OR one year of experience in an office setting environment using the telephone or computer as the primary instruments to perform you job duties
  • Experience using Internet, Window applications (Word, Excel) and email services (Outlook)

  Based on Project and/or Location of Project the following may be required: Based on program may need to be bilingual in English, Spanish, French, etc.

• Other

  • Excellent verbal communication skills (vocabulary and articulation)
  • Ability to express assurance/confidence and empathy
  • Ability to not only understand complex Medicare programs, but to be able to explain/articulate these programs to callers in ways that are clear, correct and objective
  • Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
  • Ability to remain focused and productive each day though tasks may be repetitive
  • Ability to work a flexible schedule; may require holiday and weekends and must be easily adaptable to change
  • Ability to demonstrate internet-based, multi-screen computer navigation with ease
  • Ability to demonstrate customer engagement soft skills
  • Proof of PDB report showing eligble to be appointed for Medicare Health Insurance

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