Humana Agent Support Representative 2

Profile

Description

The Agent Support Representative 2 provides timely and effective sales support to Humana's selling agents. The representative will handle a high volume of inbound phone calls to assist insurance agents with pre-enrollment inquiries including the following: agent compliance (contracting, licensing, and certification), member enrollment, and agent commissions.

How we Value You

Benefits starting day 1 of employment

Competitive 401k match

Generous Paid Time Off accrual

Tuition Reimbursement

Parent Leave

Go365 perks for well-being

Responsibilities

The Agent Support Representative 2 provides timely and effective sales support to Humana's selling agents. The representative will handle a high volume of inbound phone calls to assist insurance agents with pre-enrollment inquiries including the following: agent compliance (contracting, licensing, and certification), member enrollment, and agent commissions. Decisions are typically focus on interpretation of area/department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.


Receive inbound calls from internal and external selling agents in a fast-paced call center
Assist agents with compliance verification, submission and confirmation of contracts, licenses, and certifications
Utilize documents, websites, and local networks to research and resolve inquires of agents, involving Member enrollment and company products
Build and strengthen relationships with both internal and external agents
Keep closely attuned to the needs and perspectives of customers, and use this insight for the benefit of the business
Document all sent and received information
Build Humana's brand by providing perfect experience
Adhere to internal processes and guidelines


Required Qualifications


Must live within 50 miles from Louisville, San Antonio, Dallas, Fort Worth, Phoenix or Tampa
2 year(s) of customer service experience
Must be able to provide at least 1 year commitment to Agent Support
Proficiency in all Microsoft Office Programs including Word, PowerPoint, and Excel
Conflict resolution experience
Demonstrates high level of critical thinking and problem solving skills
Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills including ability to learn new computer programs
Excellent written and verbal communication
Ability to handle sensitive and/or confidential information
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Must be available to work an 8 hour shift between the hours of 8:00 AM - 9:00 PM EST - Monday - Friday and Saturday's during annual peak season (see details below under Additional Information). Hours subject to change based on business needs.
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload)


Preferred Qualifications


Prior inbound and/or outbound call center experience
Type a minimum of 40 words per minute
Positive engaged attitude
Prior work at home experience


Additional Information

After submitting your application, if you are selected to move forward you will receive an email to complete the Virtual Job Experience (VJE). This is an online activity where you will learn more about Customer Care jobs at Humana, try out some of the most common job tasks, and tell us more about yourself. Most people complete the VJE in 30 minutes. To complete it, you will need a smart phone, computer or tablet with internet access, and speakers/headphones. We do not make job offers to candidates that do not complete the VJE. The email will come from ****, please add to your contacts or safe senders list to avoid this going to your spam folder.

We may contact you via text message to gather more information once your application is complete. We use a software platform called Montage. Montage Text allows you to interact with us at the time and location most convenient for you. If participating in a Text assessment, you will be asked a series of questions to which you will be using your cell phone to answer the questions provided

During the Annual Enrollment Period which runs from October 15th - December 7th - Must have the ability to work between the hours of 8 a.m. to 9 p.m. Monday through Saturday with the flexibility to work overtime based on business needs.

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time.

These requirements include:


Access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m
Dedicated secure home workspace for interview or work purposes.
Humana continues to monitor the situation, and will adjust service levels as the corona virus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and well-being during the hiring process.


Scheduled Weekly Hours

40

Company info

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