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CNO Financial Group COBRA Call Center Rep in Orlando, Florida

Web Benefits Designs is hiring a COBRA Call Center Specialist.

This is your opportunity to be apart of team that will provide ongoing telephonic support to employees to maintain and grow the client relationship. This includes answering general benefits questions, telephonic enrollment and assisting in call outs to employees.

Key Job Responsibilities and Accountabilities:

  • Answer the employee benefits hotline and discuss topics including but is not limited to: telephonic enrollment, technical support, benefit questions, comparison of benefits, explanation of costs, confirmation of coverage, HSA, HRA and FSA explanations, open enrollment, COBRA, etc.

  • Use of proper telephonic etiquette for every call (calls are recorded and reviewed for accuracy) and following typical protocols which include but is not limited to: verification of the employee; asking probing questions to accurately assist the employee; use of appropriate resources to properly address the issues; provide follow up expectations to caller before closing the call.

  • Builds HR Access Portal knowledge including: telephonically enroll employees; proper use of the communication module to log calls and documents; edit/update employee details; view/update pending elections; view, run and create billing reports and employee reports; update communications library template emails; view/create bulk emails; pick up on any issue or trends; process terminations; enter new hires.

  • Troubleshoot applicable system and accurately describe issues that require resolution from the IT team. Assist with the COBRA Hotline including: taking payment over the phone; enrolling a COBRA participant over the phone.

May perform additional duties as assigned.

Skills, Knowledge, and Abilities:

  • Ability to handle and resolve issues with all types of callers.

  • Understand the basics of COBRA.

  • Has attention to detail with 100% accuracy for data entry.Strong verbal and written communication skills.

  • Maintain friendly, polite and professional throughout the call.Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only some standardization exists.

  • Meet or exceed monthly call metricsIntermediate knowledge of Microsoft Word, Excel, PowerPoint and Outlook.

Education and Experience:

  • Typically requires a high school diploma or equivalent. Associate‚Äôs Degree preferred.

  • Typically requires up to three years in a customer service/call center or benefits administration role.

ReqID: POS-16739

Category: Web Benefits Design

Job Type: Full-Time

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