POSITION SUMMARY:
Assist with group and individual service issues as determined by management team. Provide product/service information to our group and individual client base and assist with any emerging problems that our clients might face with accuracy and efficiency. Identify and assess customers’ needs by screening and qualifying group leads, past and present, with the intent to assign qualified leads to an appropriate Account Executive for the next stage in the sales process.
LOCATION:
West Creek Office (Goochland County, VA - Richmond, VA)
Office hours: Monday - Friday 8:00am - 4:30pm, hybrid is available after a period of in office training.
PRIMARY DUTIES:
- Effectively manage large amounts of incoming and outgoing calls
- Identify and assess customers’ needs to achieve satisfaction
- Assist with group service issues.
- Provide back-up support with group renewals to include calling and follow-up emails.
- Handle complaints, provide appropriate solutions and alternatives within an appropriate time frame and follow up to ensure resolution.
- Build sustainable trust relationships through open and interactive communication with customers, carrier representatives and group Account Executives.
- Provide accurate, valid and complete information by using the right methods, tools and communication skills.
- Assist with Issue Escalations for individual business sold by group Account Executives
- Keep accurate and detailed records of customer interactions and file documents through Salesforce and ImageRight.
- Maintain customer records by updating account information.
- Interact monthly with carrier reps for updates of products and compliance changes.
- Knowledgeable in group, individual and Medicare products
- Execute multi-channel marketing strategies to increase department sales and improve retention.
- Conduct screening of all group leads coming through Salesforce, VAFB Health website and partner accounts.
- Manage online internet referrals and enter Group leads into Salesforce and assign under appropriate group Account Executive.
ADDITIONAL DUTIES:
- Assist with obtaining Farm Bureau membership numbers for Internal Account Executive sales.
- Interact monthly with carrier reps for updates of products and compliance changes
- Maintain integrity and safeguard Protected Health Information (PHI) within the department and county offices.
- Ensure and enforce agent ethics and compliance in accordance with applicable statutes and regulations of the Commonwealth of Virginia, Bureau of Insurance (BOI), and Centers for Medicare and Medicaid Services (CMS).
- Update job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations and attending carrier training.
- All other duties as assigned by Management.
MINIMUM EDUCATIONAL/EXPERIENCE QUALIFICATIONS:
- BS degree or equivalent work experience.
- State health and life insurance.
- Maintain required hours of health and life continuation of education credits every 2 years.
- Posses required certifications annually
MINIMUM SKILL QUALIFICATIONS
- Strong detail orientation
- Proficient in Microsoft Word & Excel
- Effective in both verbal and written communications
- Excellent organizational skills
- Proven customer focus
- Ability to multi-task
- Must be able to critically analyze all situations and solve problems efficiently
PREFERRED QUALIFICATIONS
- Previous customer service experience
- Previous health insurance experience
At VA Farm Bureau, we provide an exceptional benefits package, including ongoing job development and support in all roles, paid training and continuing education reimbursement, medical and dental insurance available on your first day, generous employee 401K contribution, excellent Paid Time off (PTO) plan and more!
Virginia Farm Bureau Companies provide equal employment opportunity in all aspects of employment without regard to race, color, national origin, religion, gender, pregnancy, age, disability, orientation or veteran status.
VAFB supports compliance with COVID-19 protocols.
