Customer Service and Benefits Advisor (Hybrid)

DOXA Insurance Holdings LLC•Scottsdale, AZ

2d•Hybrid

About The Position

AGIA Affinity, a DOXA company, is an established and growing insurance and benefits marketing partner to large associations and organizations. They focus on ensuring client members have necessary coverages and aim to improve the lives of both client and internal members. DOXA is an award-winning specialty insurance platform that acquires and develops niche-market insurance program administrators and distribution partners, providing centralized support to unlock growth potential. The Customer Service and Benefits Advisor is responsible for servicing and supporting member benefit products, delivering high-level customer service, assisting with inquiries, resolving concerns, and identifying opportunities to promote relevant products and services to support member satisfaction and retention. The Advisor also positions the client brand as a key component of AGIA’s service and retention strategy.

Requirements

High school diploma or equivalent.
Minimum two years of high volume customer call center experience.
Previous customer service experience required.
Knowledge of call center customer service principles and practices.
General understanding of service-based customer engagement principles.
Knowledge of call center environment and expectations.
Ability to work in a fast-paced, high call center environment.
Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers.
Basic proficiency in MS Office.

Responsibilities

Answer incoming calls from members, group participants and other customers, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus.
Promote AGIA customer service values by being courteous, professional and prompt in all customer interactions.
Adhere to quality program metrics and achieve quality performance levels.
Assist members with general service inquiries, billing questions, eligibility updates, and policy-related requests.
Update and maintain customer billing and eligibility information in appropriate administrative systems.
Process and fulfill customer requests following approved procedures.
Support member retention by identifying concerns and providing appropriate solutions when members inquire about changes or cancellations.
Maintain up to date knowledge of products, services, and active offerings to ensure customer satisfaction and identify opportunities to promote additional value.
Resolve member complaints and concerns through active listening, empathy, and professionalism.
Identify member needs through strategic questioning to uncover opportunities and recommend high-value products and services that drive long-term member retention and revenue growth.
Share successes, feedback, and new ideas with team members in order to achieve both individual and team goals.
Perform other miscellaneous functions and special projects as assigned.

Benefits

Health benefits including medical, dental, and vision
401K with 100% company match up to 3% of your annual income and an additional 50% match on the next 2% of income
Prefunded optional FSA
100% covered Life Insurance
Accidental Death and Dismemberment Insurance
Short Term/Long Term Disability
$250 Wellness Benefit
Medical plan has in-network provider coverage for mental health, reproduction, chiropractic, and massage therapy
No nights, weekends, or holidays
Opportunity to work a hybrid WFH schedule (After an orientation period)
Participate in our Sales Incentives Program.