Sales Support Representative 2

Humana

1d•Remote

About The Position

Humana understands that while great products are important, it’s the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. The Agent Support Representative provides timely and effective sales support to Humana’s selling agents. The Agent Support Representative will handle a high volume of inbound and possible outbound phone calls to assist insurance agents with pre-enrollment inquiries including agent compliance (contracting, licensing, and certification), pre-enrollment inquiries, and agent commissions. Perform inbound and outbound calls from internal and external selling agents in a fast-paced call center. Assist agents with all pre-enrollment inquiries including compliance verification, enrollment, product, and processes. Utilize documents, websites, and local networks to research and resolve inquiries of agents, involving Member enrollment and company products. Leverage internal documentation and websites, along with online resources to investigate, guide, and support agents through pre-enrollment inquiries. Build and strengthen relationships with both internal and external agents helping to build Humana’s brand by providing a perfect agent experience. Keep closely attuned to the needs and perspectives of agents and use these insights for the benefit of the business.

Requirements

Minimum of 2 years of demonstrated experience in delivering exceptional customer service, with a proven ability to build positive relationships and resolve inquiries effectively
Excellent written and verbal communication skills, with the ability to confidently interact with internal teams and external partners in a professional manner
Proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint, Teams, Excel) and Adobe Acrobat, including the ability to open, edit, and manage PDF documents
Strong general computer skills, including system navigation, accurate typing, basic troubleshooting, and initial computer setup
Ability to navigate multiple systems and applications simultaneously, utilizing search tools and resources to locate and process information efficiently
Demonstrated critical thinking, problem-solving, and emotional intelligence, with the ability to make sound decisions in a fast-paced environment
Commitment to remain within the department for a minimum of one (1) year, starting from the first day of employment

Nice To Haves

Associate or bachelor’s degree
Prior leadership/supervisory experience
Bilingual in English and Spanish (potential increase in hourly rate for bilingual skills; see Additional Information below)

Responsibilities

Perform inbound and outbound calls from internal and external selling agents in a fast-paced call center.
Assist agents with all pre-enrollment inquiries including compliance verification, enrollment, product, and processes.
Utilize documents, websites, and local networks to research and resolve inquiries of agents, involving Member enrollment and company products.
Leverage internal documentation and websites, along with online resources to investigate, guide, and support agents through pre-enrollment inquiries.
Build and strengthen relationships with both internal and external agents helping to build Humana’s brand by providing a perfect agent experience.
Keep closely attuned to the needs and perspectives of agents and use these insights for the benefit of the business.