Life and Health Insurance VA

The Life and Health Insurance VA will be responsible for assisting our Life and Health agent with the process, timeline, requirements, tracking new business and basic client onboarding. They will be responsible for providing a high-level of customer service. They will manage client inquiries by phone and email, maintain records, address non-major client complaints and retention. Assist our Life and Health sales agent with appointments and post-sale administrative tasks.

Tasks:

Nurture Life Business
- Track pending life cases and help sale agent facilitate pending cases to completion (email/call clients for required info, provide requested info to insurance carriers and keep our sales agents up to date)
- Direct clients to connect with sales agent for any rate changes

Nurture Health Business
- Setup payment
- Review Health Sherpa requirements after effective date
- Help facilitate open enrollment by ensuring health policies get placed (tracking new policies, call/email clients, verifying agent of record, etc.)
- Review commission payments
- Assisting with day-to-day client needs/questions
- Quality control (reviewing notes for completion and checking of correct stage,
verifying new policies to be uploaded)

Nurture Group Business
- Assist the agent during group appointments
- Collect all necessary information needed for group sales and forward to the carriers
- Assist with correspondence and case management for group cases

Case Service Manager
- Communicate with Carriers
- Forward any client complaints to the CEO
- Follow-up with clients regarding underwriting requirements
- Track life cases written progress
- Email the carrier’s case manager on client’s underwriting requirements
- Order Exam if needed thru APPS or ExamOne
- Policy servicing (change banking information or conduct basic policy changes with service forms)

Onboarding New Clients
- Take clients through the company brochure
- Provide clients with an overview of the website
- Explain products and services
- Get referrals and cross sales
- Request for Google reviews

Servicing
- Answer phones
- Book appointments
- Add necessary info to Better Agency
- Refer clients to the appropriate department
- Work closely with agents


Qualifications and Requirements

- Minimum 3+ years of customer service experience
- Minimum 2+ years of experience dealing directly with US clients
- Knowledge and background in the US insurance industry is a big plus
- Administrative-heavy experience preferred (emails, knowledge using MS Excel or Google Sheets, scheduling follow-ups, calendar management, etc.)
- Excellent English communication skills (both verbal and written).
*Must be able to efficiently and effectively communicate with our clients and sales agents.
*Ability to compose emails with no grammatical errors.
*Ability to actively listen to instructions and client concerns.
- Excellent problem solving skills
*Ability to comprehend client concerns
*Ability to probe to get to the root of the issue/concern
*Ability to ask for assistance when needed
- Excellent customer service skills
*Ability to create lasting relationships with our clients
*Ability to nurture our existing relationships and develop new ones.
*Ability to ensure client satisfaction and retention.
- Product knowledge
- Ability to excel during all stages of training from onboarding to product training and continuous training
-Multitasking
*Ability to organize a workflow throughout the day to ensure efficiency when handling clients and communicating with agents