Licensed Benefits Customer Service Representative

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EngageCX

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2008

🤝 B2B

📣 Marketing

🤖 Artificial Intelligence

B2B • Marketing • Artificial Intelligence

EngageCX is a customer engagement outsourcing company that provides lead generation, sales support, and customer (and patient) care services, and also offers an "EngageAI" capability. For over 15 years it has delivered outsourced customer engagement solutions using people, process, and technology to help clients lower cost-per-acquisition, increase sales conversion, and improve customer satisfaction. EngageCX positions itself as a partner that manages and improves clients' customer journeys via a battle-tested delivery platform.

📋 Description

• Answer inbound calls from members regarding benefit plans and available services • Make occasional outbound follow-up calls when additional assistance or updates are needed • Assist members with enrolling in benefit plans and navigating enrollment • Troubleshoot website login and account access issues • Educate members on available benefit options using client-specific resources • Direct callers to the appropriate carrier or department when necessary • Verify caller identities using required authentication procedures • Accurately document customer interactions in appropriate systems • Maintain professionalism, empathy, and confidentiality during every interaction • Meet quality, compliance, and productivity expectations while delivering excellent customer service • Attend four weeks of training from Monday–Friday, 8:45 AM–5:30 PM EST • Complete classroom instruction, nesting, knowledge assessment, and mock call evaluations

🎯 Requirements

• Active resident state license with both Life and Health lines of authority, valid through December 31, 2026 • Excellent verbal and written communication skills • Strong customer service and active listening abilities • Comfortable navigating multiple computer applications simultaneously • Ability to quickly learn and reference multiple client-specific benefit resources • Strong attention to detail and documentation skills • Ability to maintain confidentiality while handling sensitive personal information • Professional, dependable, and able to remain calm in a fast-paced environment • Previous call center, healthcare, insurance, or benefits experience is a plus but not required depending on the position • No planned time off or unavailability from September 8, 2026 through December 31, 2026 • Availability for full four-week training, Monday–Friday, 8:45 AM–5:30 PM EST • Willingness and ability to work overtime from October through December if required • Availability to work Saturdays, 10:00 AM–2:00 PM ET, during peak Open Enrollment • Internet speed of at least 50 Mbps download, 35 Mbps upload, ping of 15 or less, and 99% uptime • Dedicated hardline Ethernet connection that cannot be shared during working hours • Private, dedicated workspace free from background noise and distractions • No streaming or gaming on the same connection during work hours • Laptop camera available and on during training sessions and team huddles • Professional conduct maintained in all interactions • Successful completion of training requires at least 80% on the final knowledge assessment • Passing two mock call evaluations • Punctual attendance and professional behavior throughout training • Preferred: 2 or more years of benefits counseling experience • Preferred: Prior inbound call center or contact center experience • Preferred: Bilingual English and Spanish • Preferred: Experience with CRM, enrollment, or benefits administration platforms • Preferred: History of meeting or exceeding call quality scores of 90+

🏖️ Benefits

• $25.50/hour base rate • Bonus opportunity at the conclusion of the project, payable January 2027 • Additional 5% pay differential for bilingual English and Spanish candidates • Fully paid training • Fully remote work • Four weeks of paid training, including classroom instruction and nesting on live calls