Sr. Support Associate- Medicare Services

Job Description:

Sr. Medicare Support Associate

The Role

Our Sr. Medicare Support Associate role is an upskilled role from the Support associate role both of which are passionate about supporting sales staff and engaging with customers. They are familiar with the various aspects of Medicare and are comfortable handling complex problems and escalations that come into the Service department as well as handling retention and Medicare education calls.

• Conduct retention calls with FMS Clients in order to analyze if theres a need for sales support
• Serves as help desk support for new Support team members
• Supports the inbound call line as needed by the business
• Document Support processes and maintain documented procedures on MYGPS
• Works within a defined scope to support other teams within FMS to understand impacts to the Support team and participate in cross functional projects and solutioning
• Support service and sales through reporting and quality oversight
• Once licensed complete training to take education only Medicare calls

The Expertise and Skills You Bring (The order of these bullets does not matter)

• A college degree is preferred but not required
• An active Health Insurance License is required
• Minimum 1 year experience in the Medicare Service Representative role or equivalent experience in a Fidelity call center
• Must be proficient in the existing service role with no performance concerns and consistently meeting quality goals for the past 6 months

• Skills effective communication able to work with teams and a passion for delivering a world class customer experience is required for the role.

The Team

The Sr. Medicare Support Associate is a part of Medicare Advice and Planning Team which reports to the Director of Customer Experience and is supported by the Team Lead of Medicare Service. The team is an essential part of the FMS business as they are the front line to our clients and will be leveraging an expanded knowledge base to deliver Medicare knowledge in this new exciting role!

Certifications:

Category:

Most roles at Fidelity are Hybrid requiring associates to work onsite every other week (all business days M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Please be advised that Fidelitys business is governed by the provisions of the Securities Exchange Act of 1934 the Investment Advisers Act of 1940 the Investment Company Act of 1940 ERISA numerous state laws governing securities investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations including FINRA among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.