Virtual Assistant – Customer Service & Backend Operations

Virtual Assistant – Customer Service & Backend Operations

Wynncrest Insurance Agency | Full-Time | Remote | US Hours

About Us
Wynncrest Insurance Agency is a fast-growing ACA health insurance agency based in Texas. We serve over 1,000 clients across multiple US states and are scaling quickly. Our team is small, systems-driven, and built for growth. We invest heavily in training our people and expect long-term commitment in return.

About the Role

This is a customer service and backend operations role supporting our existing client base. You will be the point of contact for
client inquiries, handle day-to-day CRM tasks, and run backend processes that keep our book of business clean and healthy.

You will be fully trained on every tool and process before going independent. We have written SOPs, recorded walkthroughs, and a
team lead working directly with you during ramp-up. Nothing will be thrown at you cold. This is a long-term position with room to grow.

Shift
Full-time, US Central Time (CST).

Training Phase (4–6 weeks):
9:00 AM – 5:00 PM CST. Live shadow training alongside the full team.

Deployed Phase:
Shift confirmed before deployment — likely within the 7:00 AM – 9:00 PM CST window. Flexibility required. Final schedule
communicated before your first deployed week.

What You'll Be Doing

Split equally between client-facing customer service and backend operations — both matter equally.
Client Communication & Customer Service
• Respond to inbound client messages in GoHighLevel (CRM) in a timely manner
• Answer client questions about coverage, ID cards, billing, and plan details
• Escalate complex issues to the appropriate tea ---------- mber with full context
• Manage appointment calendar and schedule callbacks for the sales team

Enrollment & HealthSherpa
• Submit and update client applications in HealthSherpa
• Pull ID cards and policy documents for clients on request
• Flag enrollment issues and discrepancies for review

Premium & Coverage Monitoring
• Check carrier portals for overdue premium payments on a monthly schedule
• Identify and log clients with lapsed or at-risk coverage
• Run outreach sequences in GoHighLevel for overdue and at-risk clients

AOR Monitoring & Data Cleanup
• Check client agent-of-record status in GA Access and HealthSherpa monthly
• Log discrepancies and escalate confirmed issues immediately
• Weekly CRM cleanup — duplicate contacts, stale tags, incorrect statuses

General Admin
• Maintain accurate records across all platforms
• Support the team with backend tasks as assigned

Requirements
Must-Have
• Excellent English — written and spoken, clear and professional
• Tech-savvy — comfortable learning multiple web-based platforms quickly
• Strong attention to detail — accuracy matters more than speed in this role
• Reliable computer setup — dual monitors strongly preferred
• Stable internet connection (minimum 25 Mbps stable connection)
• Stable work history — we train extensively and hire for the long term
• Available to work US Central Time hours

Preferred
• Experience in health insurance, US healthcare admin, or insurance agency operations
• Prior customer service experience in a US-facing role
• Familiarity with CRM platforms (GoHighLevel, HubSpot, or similar)
• BPO or remote VA experience supporting US-based clients

Tools You'll Be Trained On
• GoHighLevel (CRM, messaging, campaigns)
• HealthSherpa (enrollments, AOR management)
• GA Access / CMS Marketplace portal
• Replit (internal client tracker)
• ---------- (team communication)
• Hubstaff (time tracking — required)
• NordVPN (required for platform access)

Compensation & Setup
• Full-time from day one (40 hours/week)
• Paid biweekly via Wise
• Long-term role with growth opportunities as the agency expands

How to Apply

Send the following to ---------- with subject line: VA Application – [Your Name]

? Start your email with the word "WYNNCREST" as the first word of your message. Applications that do not begin with
this word will not be opened.
1. A 1–2 minute voice recording introducing yourself
2. Your resume or work history
3. Your internet speed — run a test at ---------- or speedtest.net and include a screenshot
4. Your backup power or internet setup
5. Have you made outbound phone calls in a previous role? Describe it briefly.
6. Confirm you have a dual monitor setup and include your typing speed (test at ---------- or similar)
7. Confirm your availability for US CST hours

Applications missing any of the above will not be reviewed.
Wynncrest Insurance Agency is a remote-first team. We value reliability, clear communication, and people who take ownership of their work.