Sr. Support Associate- Medicare Services

Fidelity • Westlake, TX

3d • Hybrid

About The Position

Sr. Medicare Support Associate The Role Our Sr. Medicare Support Associate role is an upskilled role from the Support associate role, both of which are passionate about supporting sales staff and engaging with customers. They are familiar with the various aspects of Medicare and are comfortable handling complex problems and escalations that come into the Service department, as well as handling retention and Medicare education calls. The Sr. Medicare Support Associate is a part of Medicare Advice and Planning Team which reports to the Director of Customer Experience and is supported by the Team Lead of Medicare Service. The team is an essential part of the FMS business, as they are the front line to our clients and will be leveraging an expanded knowledge base to deliver Medicare knowledge in this new, exciting role!

Requirements

• A college degree is preferred but not required
• An active Health Insurance License is required
• Minimum 1 year experience in the Medicare Service Representative role or equivalent experience in a Fidelity call center
• Must be proficient in the existing service role with no performance concerns and consistently meeting quality goals for the past 6 months
• Skills effective communication, able to work with teams, and a passion for delivering a world class customer experience is required for the role.

Responsibilities

• Conduct retention calls with FMS Clients in order to analyze if there’s a need for sales support
• Serves as help desk support for new Support team members
• Supports the inbound call line as needed by the business
• Document Support processes and maintain documented procedures on MYGPS
• Works within a defined scope to support other teams within FMS to understand impacts to the Support team and participate in cross functional projects and solutioning
• Support service and sales through reporting and quality oversight
• Once licensed, complete training to take education only Medicare calls

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees