$18+/HR - BIL French/English - Member Care Agent

Responsible for receiving and processing incoming and outgoing phone calls/emails/chats/paper inquiries and complaints in English and Cantonese for assigned clients and programs in accordance with corporate and department policies, procedures, quality standards, and applicable laws and regulations; as required, perform calls to Members in order to inform and qualify new opportunities and address... Member inquiries, ensuring adherence to established policies and procedures; establish a good working relationship with team members and department contacts in order to maintain, and continuously strive to improve the level of overall service being provided.

Member Care Job Functions ? Connect with Members and potential Members in order to triage calls based on caller needs. As appropriate, offer an in-home visit with a field sales representative reservation to attend an upcoming sales seminar; or transfer to an inside sales representative. Capture demographic and advertising code data in the CRM tool. Direct all sales questions to Licensed Agents while ensuring adherence to corporate and department policies and procedures
? Exercise exceptional communication skills in an effort to optimize each contact with an existing or potential Member
? Process incoming and outgoing focused phone calls to collect information, investigate issues, or diagnose and troubleshoot problems
? Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
? Research and resolve issues, within the scope of responsibility
? Obtain, enter, and verify Member information in designated systems
? Document Member notes with clear, concise explanations in a timely, and accurate manner, navigating systems while on the phone and documenting as much of the conversation in real-time as possible
? Maintain established quality, calls/interactions per hour, and response time metrics, while supporting overall goals and objectives
? Stay informed with training updates and email updates
? Follow proper escalation pathways determined by each program and situations
? Escalate to Manager, any situation as documented in procedure or is outside of the associate?s control that could adversely impact the Company or Salelytics
? Handle Member inquiries and move between varying types of inquiries within the same shift
? Manage multiple channels of communication, including inbound and outbound phone, email, chat and paper
? Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner
? Maintain required documentation in an accurate and timely manner using established systems
? Maintain strict confidentiality of information provided by Member or data accessed within assigned systems
? Maintain an in-depth knowledge of policies and procedures regarding Member calls
? Establish and maintain a professional relationship with internal/external customers, team members and department contacts

Related Duties as Assigned
? The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required
? Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Human Resources representative to request a review of any such accommodations

Minimum Qualifications

Education
? Must be 18 or older and have a High School Diploma or GED

Experience
? 2 years call center and/or customer service experience preferred
? Experience using Internet, Window applications (Word, Excel) and email services (Outlook)

Other
? Fluent in English and Cantonese
? Strong customer service and engagement skills
? Excellent verbal communication skills (vocabulary and articulation)
? Ability to express assurance/confidence and empathy
? Ability to not only understand complex Medicare programs, but to be able to explain/articulate these programs to callers in ways that are clear, correct and objective
? Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
? Ability to work a flexible schedule; may require holiday and weekends and must be easily adaptable to change
? Ability to demonstrate internet-based, multi-screen computer navigation with ease
? Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
? Ability to define problems, collect data, establish facts, and draw valid conclusions

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