Description
About AGIA:
AGIA Affinity, a DOXA company, is an established but growing insurance and benefits marketing partner to some of the largest and most iconic associations and organizations in the country. Our clients include many veterans' organizations, fraternal organizations, loyalty programs, and more. Ensuring that our client’s members have the coverages they need when they need it is at the heart of everything we do. For 66 years we have sought to improve the lives of not only our client members but our internal members as well.
What Are The Benefits?
AGIA offers health benefits including medical, dental, and vision, 401K with 100% company match up to 3% of your annual income and an additional 50% match on the next 2% of income, a prefunded optional FSA , 100% covered Life Insurance, Accidental Death and Dismemberment Insurance, Short Term/Long Term Disability, and a $250 Wellness Benefit. Our medical plan has in-network provider coverage for mental health, reproduction, chiropractic, and massage therapy.
Time off:
We offer 10 days of vacation your first year, and each year you gain an additional day. Each year, you'll be earning more vacation time at a faster rate. Every associate gets 13 paid and closed holidays each year.
About DOXA:
DOXA is an award-winning specialty insurance platform that acquires and develops niche-market insurance program administrators, underwriting companies, and distribution partners including MGAs, MGUs, brokers, and direct-to-consumer operators. We provide centralized sales, marketing, underwriting, and operational support that helps our companies unlock their full growth potential.
With hundreds of custom specialty insurance programs and partnerships and more than 20,000 agent and broker relationships nationwide, DOXA’s rapid growth is reaching new heights.
Our rapid evolution means we can deliver on something most companies just talk about; building a workplace where talented professionals are drawn to the impact they can make. We offer competitive benefits and compensation, but what really differentiates us is our culture empowerment and commitment to innovation in the specialty insurance space.
If you're an ambitious professional looking to evolve your career, we'd love to talk. Ready to join a community of experts redefining the specialty insurance space?
Essential Job Functions:
1. Advisors to take a strategic, member-focused approach to selling non-insurance products through both inbound and outbound interactions. Leverage consultative sales techniques to actively identify member needs, uncover opportunities, and present personalized solutions that deliver value and enhance the overall member experience.
2. Answer incoming calls from plan holders/policy holders, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus.
3. Promote AGIA customer service values by being courteous, professional and prompt in all customer interactions.
4. Adhere to quality program metrics and achieve quality performance levels.
5. Update and maintain customer billing and coverage information in appropriate administrative systems.
6. Process and fulfill customer requests following approved procedures.
7. Save and retain customers by identifying relevant reasons and concerns regarding requests to discontinue policies.
8. Maintain up to date knowledge on insurance and non-insurance products to ensure customer satisfaction and maximize sales opportunities (e.g. marketing information, new product information).
9. Resolve member complaints and concerns through active listening, empathy, and professionalism.
10. Establish member needs through enhanced probing techniques in order to promote and recommend approved products based on member interests to establish long term value.
11. Share successes and new ideas with team members in order to achieve both individual and team goals.
12. Perform other miscellaneous functions and special projects as assigned.
Performance Measurements:
Achieve established sales goal as outlined and measured in call center/ team Scorecards.
Meet/achieve established quality standards as outlined and measured in call center/ team Scorecards.
Meet/achieve established production/productivity standards.
Adhere to work, lunch, and break schedule including attendance and punctuality standards.
Metrics on Scorecards relevant to coaching or additional training show improvement as defined in coaching or training goals.
Requirements
Education/Certification:
High school diploma or equivalent.
Required Experience:
Minimum 1 year of high volume customer call center.
Minimum 1 year of telephone or sales experience preferred.
Required Knowledge:
Knowledge of call center customer service principles and practices.
Knowledge of sales principles and practices.
Knowledge of call center environment and expectations.
Skills/Abilities:
Ability to work in a fast-paced, high call center environment.
Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers.
Basic proficiency in MS Office.
Travel:
No domestic travel.
Work Shift:
Monday-Friday; 7:30am-4pm MST
Call Center Hours:
Monday-Friday; 5am-4pm MST
Work Arrangement:
This role requires working
in-office for the first 60 days
to support onboarding and training. Following this initial period, employees are eligible for a
remote work schedule
coming in a few days a month based on performance and business needs.