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Über
AGIA Affinity is an established but growing insurance and benefits marketing partner to some of the largest and most iconic associations and organizations in the country. Our clients include many veterans' organizations, fraternal organizations, loyalty programs, and more. Ensuring that our client's members have the coverages they need when they need it is at the heart of everything we do. For 66 years we have sought to improve the lives of not only our client members but our internal members as well. The WRS Benefit Specialist is responsible for selling, servicing and retaining the WRS products (EA+) that are both current and emerging with an enthusiastic attitude. The Specialist positions the client brand as a key component of AGIA's sales and retention strategy. Essential Job Functions: Interact with members via inbound and outbound telephone to offer and sell WRS products. Answer incoming calls from WRS members, group members 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. Update and maintain customer billing and coverage information in appropriate administrative systems. Process and fulfill customer requests following approved procedures. Save and retain WRS customers by identifying relevant reasons and concerns regarding requests to discontinue policies. Maintain up to date knowledge on WRS products to ensure customer satisfaction and maximize sales opportunities (e.g. marketing information, new product information). Resolve member complaints and concerns through active listening, empathy, and professionalism. Establish member needs through enhanced probing techniques in order to promote and recommend WRS products based on member interests to establish long term value. Share successes and new ideas with team members in order to achieve both individual and team goals. Perform other miscellaneous functions and special projects as assigned. Performance Measurements: Achieve established productivity goal as outlined and measured in the WRS Scorecard. Achieve established quality goal as outlined and measured in the WRS Scorecard. Achieve established sales goal as outlined and measured in the WRS Scorecard. Metrics on the WRS Scorecard relevant to coaching or additional training, show improvement as defined in coaching or training goals. Adhere to work, lunch and break schedule including attendance and punctuality standards. Requirements Education/Certification: High school diploma or equivalent. Required Experience: Minimum two years of high volume customer call center. Minimum two years of telephone or sales experience preferred. Required Knowledge: Knowledge of call center customer service principles and practices. Knowledge of sales principles and practices. Knowledge of call center environment and expectations. Skills/Abilities: 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. Travel: No domestic travel. Work Schedule: Ability to work between the hours of 5:00 am and 5:00 pm. DOXA Insurance Holdings offers a dynamic work environment and a collaborative culture. Our headquarters is located on the 10th floor of the Indiana Michigan building at 101 E. Washington in the revitalized downtown Fort Wayne, Indiana.
Sprachkenntnisse
- English
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