Integrity Marketing Group LLC

• Manage large amounts of inbound and/or outbound calls in a timely manner • Follow communication scripts, prompts, call flows when handling different topics • Identify customer’s need and clarify information • Seize opportunities to schedule appointments, where applicable • Keep records of all conversations in our call center database in a comprehensible manner • Leveraging your computer navigation skills to toggle between multiple screens and systems to provide answers and support • Ability to adapt and respond to different types of characters • Ability to work well in a structured work setting and adhere to a daily schedule • Work closely with Call Center Managers to promptly resolve issues • Handle complaints professionally • Meet personal/team/site qualitative and quantitative targets • Assist customers with finding/changing doctors, and ordering ID cards • Assist insured’s with disputing bills, filing grievances and appeals • Set up gym membership programs • Assist in submitting initial applications for Medicare and/or Social Security benefits • Strong attention to detail with excellent time management and decision-making skills • Perform other duties as assigned

• Responsible for providing sales support for insurance clients by creating timely illustrations • Sending state specific and compliance forms • Providing educational or point of sale documents • Liaison between carriers and clients • Outbound and Inbound calls • Ability to elicit a client’s needs with speed and composure • Answer questions for the clients specific to service inquiries and resolving problems • Navigate the Web and provide web-based documents to clients as needed • Be computer literate and efficient in Word, Excel • Provide input and support on new product and sales processes • Participation on Team and Individual Meetings • Perform other duties as assigned

• Ability to elicit an client’s needs with speed and composure • Answer questions for the clients specific to service inquiries and resolving problems • Have a passion to deliver top quality service • Able to navigate the Web and provide web-based documents to clients as needed • Be computer literate and efficient in Word, Excel • Provide input and support on new product and sales processes • Participation on Team and Individual Meetings • Outbound and Inbound calls

• Recruit, coach, and support agents to sell Medicare plans to consumers • Answer questions and guide agents through Medicare sales-related situations • Promote Berwick benefits to agent and agency partners • Develop and maintain positive relationships with local carrier representatives • Work with the team to achieve sales goals and maximize company growth • Model a high level of professionalism and integrity in every interaction

• Responsible for recruiting new agent producers and field managers • Assist potential agents in understanding growth opportunities with TAG • Communicate with agents for smooth and efficient onboarding • Perform other duties as assigned

• Review incoming insurance applications to ensure accuracy, completeness, and compliance • Communicate application status clearly and professionally with agents, carriers, and internal stakeholders • Maintain thorough and compliant electronic case files from submission through policy issuance • Enter and audit data within applicable administrative systems • Order, track, and retrieve underwriting requirements • Coordinate suitability approvals and agent signatures to ensure regulatory compliance • Follow up proactively and provide timely case status updates • Prepare policies for issuance, assemble policy documents, and secure final delivery requirements • Apply working knowledge of insurance laws, rules, and regulations • Serve as a system and process resource for team members • Perform administrative functions such as imaging, faxing, copying, and filing • Consistently meet or exceed departmental quality and productivity standards

• Coordinate, prepare, and respond to carrier audit requests • Gather, review, and submit necessary documentation to meet audit requirements • Track audit outcomes, corrective actions, and report findings to leadership • Maintain a comprehensive database of federal and state Medicare regulations • Monitor updates to CMS guidelines, carrier notices, and other regulatory requirements • Ensure compliant Medicare selling processes are followed in alignment with CMS and carrier standards • Review and audit sales and marketing materials for compliance accuracy • Provide guidance and training to sales staff regarding compliant practices

• Monitor and respond to emails from the main support inbox, providing clear and professional communication to agent inquiries. • Assist agents with questions related to health insurance carriers, contracting processes, certification requirements, and RTS status. • Triage and forward emails to the appropriate Onboarding Specialist based on carrier type or inquiry topic. • Answer incoming phone calls and provide real-time support to agents with similar questions or concerns. • Maintain up-to-date knowledge of carrier guidelines, RTS requirements, and internal onboarding processes. • Document interactions and track common issues to support team improvement and efficiency. • Collaborate with onboarding specialists and other internal departments to ensure accurate and consistent information is provided to agents. • Identify urgent issues and escalate appropriately to ensure timely resolution. • Maintain confidentiality and data integrity in line with company policies and data protection regulations.

• Maintain, update, and validate operational records and datasets. • Perform routine audits to ensure data accuracy, completeness, and consistency. • Support documentation of data sources, data dictionaries, and process workflows. • Assist in monitoring data quality metrics and reporting discrepancies. • Organize and maintain structured and unstructured datasets for analysis and reporting. • Communicate KPI metrics to internal leaders and external partners on varying distribution schedules. • Maintain and update plan participant records. • Support leaders with production modeling, analysis, and documentation. • Support development and maintenance of ETL documentation, including workflow diagrams and SOPs. • Perform basic data transformations using excel, or scripting tools as directed. • Help validate outputs of automated ETL pipelines to ensure accuracy before downstream use. • Assist in testing updates to ETL workflows and documenting results. • Assist in the review and analysis of revenue, contract, and production data. • Prepare monthly reporting packages for leadership. • Support the Finance Manager during weekly financial results meetings. • Contribute to Ad Hoc financial models, and strategic planning. • Support the development of financial dashboards and reports using Excel, Power BI, and other tools. • Use data tools to improve process efficiency and data accuracy.

• Serve as the primary liaison for assigned clients, ensuring alignment between client goals and Connexion Point’s operational delivery. • Build and maintain strong executive-level relationships with client stakeholders. • Participate in weekly touch base calls to ensure consistent alignment and delivery of goals. • Lead Business Reviews, performance deep dives, and strategic planning sessions. • Partner closely with Operations, Workforce Management, Training, and Quality teams to ensure delivery meets or exceeds contractual KPIs. • Monitor and interpret BPO performance metrics such as: Conversion rates AHT, ASA, and service levels Compliance and quality scores Enrollment performance. • Identify performance gaps and drive cross-functional action plans to improve outcomes. • Manage multi-million-dollar account portfolios with full accountability for revenue, margin, and forecasting accuracy. • Track and report on financial performance, including billing, change orders, and contract renewals. • Identify opportunities for account expansion, upsells, and new lines of business. • Lead the planning and execution of account ramp-ups, seasonal scaling (e.g., AEP/OEP), and new program launches. • Collaborate with Workforce and Operations to ensure staffing models, hiring plans, and training timelines support client demand. • Partner with Operations to develop scalable processes to support rapid growth while maintaining compliance and quality. • Ensure all programs adhere to CMS guidelines, Medicare marketing rules, and Connexion Point’s compliance standards. • Partner with compliance teams to manage audits, documentation, and regulatory updates. • Provide subject-matter expertise on Medicare Advantage, PDP, and supplemental insurance programs. • Deliver clear, data-driven insights to clients and internal leadership. • Translate complex operational data into actionable recommendations. • Maintain dashboards, scorecards, and executive-level reporting.