Optavise, a CNO Financial Group Company, is hiring a Call Center Representative to effectively provide support to members as they navigate their employer-sponsored benefit programs on the Optavise benefits administration platform. The goal is to enable the member to make informed decisions and use their benefits fully, as well as meet the business objectives and goals of the employer. Representatives primarily receive incoming requests from members to resolve simple technology transactions, benefits eligibility issues, or assistance with enrollment.

This is your opportunity to be a part of team that creates a positive member experience. Employee benefits can be a complicated topic and our Call Center Representatives translate those complexities into easy to understand concepts.

As a Call Center Representative, your responsibilities will include:

• Use the Optavise benefits administration system to consult with members who require help/guidance/actions with regards to their employer-sponsored benefit program(s). This includes technical support; simple benefits questions; edit/update employee details; view/update pending elections; confirmation of coverage, HSA, HRA and FSA explanations; and other technical support to manage employee data/interactions.
• Complete call documentation, follow up, and resolution protocols which include verification of employees; asking probing questions to accurately assist the employee; use of appropriate resources to properly address issue; provide follow up expectations to caller before closing the call, resolve open issues.
• Consult on Open Enrollment activities, providing technical support for enrolling employees on the benefits available to them.
• Conduct external outreach calls as defined by the leadership team on behalf of clients who require outreach on special programs and support for Open Enrollment.
• Determine and implement the best resolution to assist employees based on their unique needs or requests. Collaborate with senior team members and/or supervisors for critical issues where additional support is required to support an employee request.
• Troubleshoot system issues and accurately communicate issues that require resolution from other team or business areas.

The Call Center Representative position is well-suited for you if you:

• Demonstrate strong communication and writing skills and ability to communicate complex information clearly and persuasively to provide support to all members and their dependents
• Collaborate effectively with peers to provide excellent service to members through case resolution.
• Exhibit excellent customer service and problem-solving techniques to identify issues, root causes and possible solutions.
• Set expectations for time-sensitive follow ups, and how the issue will be managed, including possible outcomes.
• Communicate employee benefits issues effectively.
• Build rapport with member using friendly, courteous, and professional manner.
• Maintain a positive attitude in the face of challenging or difficult situations.

What you’ll need:

• Typically requires a high school diploma or diploma equivalency.
• Active resident state health and life insurance license, ability to obtain within 6 months.
• Ability to be appointed by all major insurance carriers
• Three years in a customer service/call center or benefits administration role.
• Intermediate level of healthcare literacy and a knowledge of HIPAA guidelines, PHI and PII guidelines, and current healthcare legislation that may impact employer-based benefit programs.
• Previous experience in a role using technology, multi-tasking and written/verbal communication is used to drive daily responsibilities

What will set you apart:

• Associate degree or 4 years of experience.
• Experience with benefits administration technology use and support.

This role is full time work from home (WFH), also known as Remote. This role can be performed from any US based location within the central or eastern time zone. Associates who live within a 60-mile radius of a corporate office (Birmingham, Carmel, Chicago, Philadelphia, Orlando and Milwaukee) will have access to come into that Office up to 2 days/week, and work from home at least 3 days/week. Work cannot be performed from outside of the United States.

CNO provides life and health insurance, annuities, financial services, and workforce benefits solutions through our family of brands and supported by our associates and agents. Our customers work hard to save for the future, and we help protect their health, income and retirement needs with 3.2 million policies and more than $35 billion in total assets. Our 3,400 associates, 8,600 exclusive agents and independent partner agents guide individuals, families and businesses through a lifetime of financial decisions.

We are financially strong and well positioned for continued growth, and we are grounded in our core values of Diversity, Equity & Inclusion (DE&I); Integrity, Customer Focus, Excellence, and Teamwork. We have offices in more than 260 communities in the U.S., including our headquarters in Carmel, Indiana, and corporate offices in Birmingham, Chicago, Philadelphia, Orlando and Milwaukee.

At CNO Financial Group, we’re always looking forward—to the security and stability we help create for our insurance brands’ customers, and the growth we create within our own company. We're looking for ambitious people who want to do more. We'll provide you with opportunities to grow your skills through challenging professional experiences.

If you're looking for a culture that encourages development, helps you reach your potential, and rewards you for your contribution, then CNO Financial Group is right for you. For more information, visit CNOinc.com.

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