Senior Quality Specialist

Senior Quality Specialist

Requirements

• Minimum 1 year commissions experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Knowledge of Business Blocks and CPR+.

Responsibilities

• Possesses knowledge all Aetna health products available to the senior market.
• Gives guidance with sales inquiries.
• Manages various software applications while taking calls when needed and documents processes effectively.
• Cultivates positive and successful relationship with field sales force/broker/consultant community/customer teams.
• Navigates and instructs the customer on how to use agent support website.
• Completes sales orders and requests for materials.
• Trains and mentors other employees if needed.
• Assist Supervisor and Manager with providing support to the team.
• Acts as an advocate and subject matter expert by serving as a customer service and quality champion.
• Executes both routine and non-routine business support tasks in the Commissions Operations teams under limited supervision, referring deviations from standard practices to managers.
• Provides effective and timely support to phone and email inquiries from agents.
• Measures and monitors the quality and effectiveness of work processes in commissions that impacts agent satisfaction and contributes to operational efficiency.
• Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers.
• Acts as a subject matter expert on commission workflows and Commission Operations to consistently support agent inquiries.
• Will be responsible to analyze and resolve issues associated with agent commissions.
• Answers questions and resolves issues as a ‘single-point-of-contact’ based on phone calls, emails, and internet from agents.
• Creates an emotional connection with our agents by being understanding and engaging.
• Taking accountability to fully understand the agent’s needs by building a trusting and caring relationship with the agent.
• Anticipates agent’s needs and educates agent on various elements of information and available services created to enhance the overall customer service experience with the company (i.e., assistance with agent self-service tools).
• May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.
• Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.

Preferred Qualifications

• Proficient in Excel.
• SQL experience a plus.
• Associates degree in related field or equivalent experience is preferred.