Customer Advocate I
About The Position
Customer Advocate I supports individual customers under and over age 65 by providing service, support, and education concerning enrollment, membership, benefits, and claims information for individual and group products, depending on the marketing service area. The role requires professionalism, courtesy, strong customer service, and thorough knowledge of products, claims processing and procedures, contract benefits, coordination of benefits, provider networks, and membership criteria. The incumbent also assists retail customers with billing questions, premium payment collection, and related services. The position answers high-volume inquiries from members, providers, agents, and billing services; consults with prospective customers about individual product options; helps customers apply for coverage; processes premium payments; and supports retail sales representatives. The role follows retail dress and appearance standards and works retail hours as described by management. It is classified as a level-three security position and must protect the security and confidentiality of records and information and follow segregation-of-duties guidelines.
Requirements
- High school diploma or equivalent.
- At least three years of customer service or sales administration experience; insurance industry, health insurance agency, or provider's office experience is preferred.
- Customer service, problem-solving, oral and written communication, interpersonal communication, professional judgment, and organizational skills.
- Proficiency using Microsoft Word and Excel.
- Ability to work independently or as part of a team.
- If the required licenses are not already held, successfully pass both health and life insurance exams within three months after coursework is assigned.
Nice To Haves
- Arkansas Health and Life Insurance License.
- Exchange producer license.
- CMS certification for senior products.
- Customer service or sales administration experience in the insurance industry, a health insurance agency, or a provider's office.
Responsibilities
- Answer high-volume calls from members, providers, agents, and billing services, ensuring timely, accurate, and courteous responses.
- Build working relationships with contacts and work directly with them as needed to resolve issues.
- Comply with retail dress and appearance standards while working retail hours as described by management.
- Consult with prospects on individual product options and determine appropriate coverage options based on coverage needs and financial status.
- Assist customers with completing applications for coverage and promote all products sold by the enterprise.
- Establish premium payment arrangements for members and accept and process premium payments.
- Provide comprehensive enrollment, membership, benefits, and claims information for group and individual products, depending on the marketing area.
- Stay informed of changes in benefits, regulations, and guidelines.
- Support retail sales representatives.
- Perform other duties as requested.
- Maintain the security and confidentiality of records and information and adhere to segregation-of-duties guidelines.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
