Senior Client Services Agent (Medicare Sales)
SUMMARY
A Medicare Team Lead oversees a team responsible for assisting clients with Medicare plans, ensuring compliance with regulations, and providing excellent customer service. They are responsible for monitoring performance, providing training, and resolving escalated issues to improve efficiency and member satisfaction. Contracts of licensing, budgets and forecasting.
ESSENTIAL DUTIES
The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.
- Supervise and motivate a team of agents or specialists, ensuring daily operations run smoothly.
- Track and optimize team metrics, including sales conversion rates, production targets, and call quality.
- Ensure all operations comply with Medicare regulations and Lone Star Insurance Services policies.
- Act as the primary point of contact and subject matter expert for resolving complex member or provider issues.
- Lead training sessions in San Antonio & the Rio Grande Regions, develop job aids, and mentor new hires, especially during the annual enrollment period.
- Identify areas for improvement in workflows and implement changes to enhance efficiency
- Forecasting opportunities during peak open enrollment period
- Maintain referral programs work closely with Branches and partners to uncover opportunities.
- Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Lone Star National Bank and Lone Star Insurance Services policy
- Maintains current knowledge and complies with all federal and state laws and regulations and all established Lone Star National Bank and Lone Star Insurance Services policies and procedures, including internal audit controls related to department operations
- Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML