Policy Services CSR - Medicare

Integrity; Clearwater (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

Integrity, LLC in Florida seeks a phone-based customer service professional to support Medicare policy holders. You will use policy forms, insurance knowledge, and internal procedures to answer inquiries and process requests, and you will thoroughly document telephone calls and written correspondence.

Key tasks include handling incoming Medicare Supplement calls, placing outbound calls, and accurately updating policy files with changes and audit trails.

Qualifications

• High school diploma or GED equivalent.
• Insurance background preferred.
• Up to 2 years of proven customer support experience.

Responsibilities

• Answer incoming Medicare Supplement calls to provide information to agents/insured about policy status.
• Place outgoing calls to provide or obtain information.
• Document all calls using the online documentation system.
• Transfer or refer misdirected calls to appropriate individuals or offices.
• Process customer requests using internal procedures.
• Produce correspondence to customers and document material for audit trail.
• Efficiently process changes and ID cards.
• Communicate with supervisor and team to ensure accurate responses.

Skills

Customer support

Phone handling

Active listening

Documentation

Communication

Multitasking

Time management

Punctuality

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Job Summary

This insurance-industry role supports Medicare policy holders, with prompt, courteous

phone-based customer service.

You will utilize applicable policy forms, insurance law, and internal procedures to answer inquiries and also process requests from customers. You will thoroughly document telephone calls, changes, and written correspondence.

Primary Responsibilities

• Answer incoming Medicare Supplement calls in accordance with quality standards to provide information to agents/ insured about the status of a policy or any other question they may have.
• Place outgoing calls to provide or obtain information.
• Document all calls while in progress using the online documentation program.
• Transfer or refer misdirected calls to the appropriate individual, department or offices outside the company, using approved transfer and referral techniques.
• Process customer requests using internal and client-mandated procedures.
• Produce correspondence to customers using approved letters. Fully document policy file or image system with all related material to leave a clear and concise audit trail.
• Efficiently process the Bank Changes, Cancel NR, Death NR, Address Changes and ID Cards
• Communicate openly with Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts.

Primary Skills & Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High school diploma or GED equivalent
• Insurance background preferred
• Up to 2 years of proven customer support experience
• Strong phone contact handling skills and active listening
• Familiarity with Microsoft Office products
• Ability to adapt and respond to different types of people and tasks
• Excellent communication and documentation skills
• Ability to multi-task, prioritize, and manage time effectively and efficiently
• Reliable transportation and the ability to be punctual and dependable
• May have agent license but no active appointments

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you'll love, and we'll love you back. We're proud of the work we do and the culture we've built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are - in person, over the phone or online. Integrity's employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.