Customer Service Advocate - Remote

NTI; Dallas (TX); Remote; USD 37,000 - 43,000; Full time

Job summary

This innovative firm is seeking a self-motivated individual for an inbound customer service role. You'll engage with policyholders, answering inquiries and recommending policy improvements to enhance their coverage. The position requires a valid life and health insurance license, and NTI offers free training to help you achieve this. With a focus on customer satisfaction and sales, you'll have the chance to earn bonuses based on your performance. Join a dynamic team dedicated to providing excellent service while advancing your career in the insurance industry.

Benefits

Monthly Bonus Opportunities

Free Training for Licensing

Work from Home

Flexible Schedule

Qualifications

• Must have an active life and health insurance license in your state.
• Strong customer service and sales skills are essential.

Responsibilities

• Field inbound calls from policy holders and provide service and sales support.
• Assist customers with billing issues, policy changes, and claims.

Skills

Customer Service

Sales Skills

Communication Skills

Self-Motivation

Education

High School Diploma

Life and Health Insurance License

Tools

VoIP Phone Systems

Computer

Job description

Position Overview:
This is an inbound customer service position. Fielding policy holder phone calls, answering their questions, and providing policy improvement recommendations with a goal of callers upgrading their current policies. This position is for someone who is self-motivated, a go-getter looking to start or further their career. This position does require you to be licensed in life and health insurance in your state. Candidates successful in passing an interview with our partner company will receive free life and health insurance classes preparing them for their state exam to become a licensed health and life insurance agent.

***You must reside in one of the following eligible states: MI, WI, IN, FL, GA, NC, SC, TX (NOT in Dallas, Euless, or San Antonio)***

Essential Duties and Responsibilities:

• Contact Center Hours of Operation: Monday thru Friday 7:45am to 7pm EST
• Schedules are determined with Work Force Management Department during first few weeks in training.
• Closing Shifts will require agents to stay on the phones till an All Clear is provided and released from phones, this means you could work past the 7pm EST closing time.
• Average call volume per day=40-50 calls
• Average call handle time= 9-15 mins
• Agent handles inbound calls from existing customers with a service need but are required to sell to customers on all applicable calls
• Call Types: Existing customers for billing issues, changes to current policy, inquiries, claims, sales, etc.
• Monthly Bonus opportunity based on service and sales metrics set for the agents. Agents are eligible for bonus once they are productive on the phones.

Minimum Requirements:

• Must pass a federal background check.
• Minimum Licensing requirements: NTI will help unlicensed agents who pass an interview with the client to become licensed.
• This position requires an active life and health insurance license in your resident state. NPN will need to be provided to the recruiter for proof prior to offer.
• Ability to become licensed in all 50 states.
• Your licenses must be up to date and Gerber Life is not responsible for any late fees or fines attached to your licenses. Any certifications that are due prior to your employment are at your cost and responsibility.
• CAPTIVE position, you can’t have any active open book of business in any lines of insurance while employed for Gerber Life Insurance.

Salary requirements:

• Salary $37,000-43,000 Annually.
• Bonus Structure ranging from $800-$2,000 (with the bonus, you could potentially make earnings up to $66,000 annually).

Training Requirements:

• Training hours = M-F, 7:30am-4:00pm CST / 8:30am-5:00pm EST.
• Staggered learning approach to help you build your skills.
• “Nesting” environment allowing you to practice what you have been taught.
• Strict attendance policy during training, PTO is not available during this time.

Special Position Requirements:

• First Day of Training/Orientation and Time: 1/21/25.
• Training Schedule: 90 Days.
• Position Schedule: 40 Hours within 8:45 - 7:00 PM TBD.

Home office Requirements:

• Must be dedicated for work use.
• The phone service type must be landline (phone jack in wall) or VoIP (router/modem).
• Wireless, cellular, virtual, and cloud-based VoIP phone systems are not approved.
• Call waiting, voicemail, and call forwarding must be removed from the phone service.
• Long distance is not required.
• The selected phone provider must be approved based on the list in the document Phone service Setup. This will be provided if moved to offer of employment by Gerber Life HR.
• If your provider is not listed on the communication, we will review the provider to determine approval of service can be granted.

Internet Requirements:

• You must meet and maintain the requirements listed in the document Speed Test Instructions. This will be provided if moved forward to offer from Gerber Life HR via email.
• High Speed Internet must be set up and paid for at your own expense.
• A list of commonly approved providers is shown below:
• Comcast/Xfinity
• Charter/Spectrum
• AT&T (not cell service)
• Frontier (not cell service)
• If your provider is not listed, please provide the company’s web address. We will review your provider and speeds to determine if approval of service can be granted.
• Internet service cannot be wireless, fixed wireless, hotspot, Wi-Fi, 5G, LTE, or cellular network based.
• Required internet speeds are expected to be consistent across the entire day and are subject to change based on business needs.
• Must be hardwired from router/modem to the computer (docking station if provided).

Physical Demands:

While performing the duties of this job, the employee is required to stand or sit, use hands to finger, handle or feel objects, and type on a keyboard. The employee must also be able to reach with hands and arms, balance, speak clearly, and hear. Specific vision abilities required by the job include close vision depth perception, and the ability to adjust and focus.

Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is working from the quiet of their home office. No background noise such as TV, dogs barking, cell phone ringing, people talking, etc.

EOE Disability/Vets:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.