Agent Support Specialist

Create and maintain a best-in-class agent experience while supporting Medicare Advantage sales growth. You'll serve as first line of response to agent inquiries, coordinate outreach activities, maintain expert knowledge of Medicare products and CMS compliance, and develop strategic sales opportunities with providers and agents.

You will:

* Provide first-line agent support through daily inbound phone calls and email responses on Medicare enrollments, product questions, and Salesforce navigation

* Coordinate agent outreach and sales activities in assigned service areas to meet monthly sales goals

* Maintain strong working knowledge of all Medicare Advantage products, benefit structures, and CMS Sales and Marketing Compliance requirements

* Develop and execute agent support strategies and tools that enhance agent experience and drive sales effectiveness

* Assist with lead scrubbing, assignment verification, and application processing with accuracy and compliance

* Participate in agent outreach campaigns for certifications, RFIs, and agent education initiatives

* Document and track agent inquiries to identify trends, escalate complex issues, and inform product/service improvements

Required:

*Bachelor's degree in a related field and/or equivalent experience and training

*3+ years of customer service, sales support, or related experience

*Life and Health license (or within 120 days of hire)

*Knowledge of Medicare Advantage, CMS marketing regulations, and state marketplace requirements

*Strong verbal and written communication skills

*Ability to manage multiple priorities and communicate effectively by phone and email

*Proficiency with Microsoft Office Suite and CRM systems

*Strong organizational skills and attention to detail

*Ability to work independently and as part of a team

*Demonstrated commitment to excellent customer service

*Ability to learn quickly and master new systems and processes

*Ability to interpret product benefits, contracting requirements, and enrollment procedures to provide agent support

*Analytical skills to identify trends in agent feedback or service gaps

*Working knowledge of CRM workflows, communication protocols, documentation standards

Preferred:

*Medicare Advantage or health insurance industry experience

*Salesforce experience

*CMS compliance and regulatory knowledge

*Experience with lead management and CRM systems

*California Department of Insurance Health and Accident License

*Healthcare compliance training or certification

*Bilingual capabilities (Spanish preferred)