U.S. citizenship is required for this position due to Department of Defense restrictions We are seeking a talented Customer Service Rep to join our team! The successful candidate will play a critical role in providing call center telephone support, as well as responses to written inquiries submitted by, military members, retirees, and dependents eligible for both TRICARE and Medicare benefits. In addition, this role is responsible for assisting with claims and billing inquiries from hospitals and clinics. Inquiries can include questions about claims, benefits, and eligibility. Success is accomplished by navigating multiple systems to research and resolve complex inquiries with a clear, accurate, and easy to understand response. Additional Information - Start Date: 6/2/25 - Starting Pay: $19.00/hour plus a 2ndShift differential of $.75/hour.($19.75) - Training: First 8 weeks from 8:25am-5:00pm CST Monday-Friday. - Scheduled Shift - 2nd Shift: 11:25am-8:00pm CST (once training is completed). Work Location We are open to remote work in the following approved states: Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin A Day in the Life of a Customer Service Rep Specialist: - Serving as the first point of contact for members and medical providers, answering inquiries regarding benefits, eligibility, claims, billing, and healthcare services. - Respond to an average of 80 or more inbound phone calls and written inquiries per day from retired military beneficiaries and medical providers. - Receive calls and written inquiries from retired military beneficiaries regarding their claim questions and status. - Process correspondence by reviewing detailed information across multiple systems to accurately resolve complex TRICARE related inquiries while delivering clear, thorough, and easy to understand responses. - You will use our various systems to find the, sometimes-complex, information and be expected to patiently explain it in a way that is easy-to-understand. - Quickly and efficiently respond to billing agents in hospitals and clinics regarding claim payment statuses, billing inquiries, and correcting billing errors as needed. - Maintain a high level of accuracy in handling confidential information and records. - Provide exceptional customer service to ensure a positive experience for each caller. How do I know this opportunity is right for me? If you: - Have strong communication and interpersonal skills, including the ability to effectively explain complex information. - Have exceptional customer service skills and the ability to handle difficult situations with empathy and patience. - Can ensure adherence to regulatory guidelines (i.e., HIPAA, CMS) when providing information and service to members and providers. - Can multitask, prioritize, and manage time effectively in a fast-paced environment. - Can maintain a high level of accuracy and attention to detail. - Have proficient computer skills and willingness to learn new systems and processes. What will I gain from this role? - We offer a dynamic and challenging work environment, competitive salary and benefits package, and opportunities for growth and advancement. Don't miss this chance to make a positive impact on the lives of retired military beneficiaries and join our team as a Customer Service Rep Specialist! Minimum Qualifications - U.S. Citizenship is required for this position due to Department of Defense restrictions. - High School Diploma or GED or equivalent experience. - 1 or more years of customer service experience working in a fast paced, high volume call center environment. - Strong verbal and written communication skills with the ability to effectively explain complex information. - Proficiency in Microsoft Office Suite and customer service software. - Demonstrated customer service skills and the ability to handle difficult situations with empathy and patience. - Solid ability to multitask, prioritize, and manage time effectively in a fast-paced environment. - Ability to maintain a high level of accuracy and attention to detail. Preferred Qualifications - 2 or more years of experience in a fast paced, high volume call center environment. - 1 or more years of customer service experience working with health insurance and/or medical claims. - Ability to learn medical and insurance terminology. - 1 or more years of experience with navigating dual monitor screens and utilizing multiple programs at once. - Strong skillsets in multi-tasking, research, and problem-solving. Remote Work Requirements - Wired (ethernet cable) internet connection from your router to your computer - High speed cable or fiber internet - Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at https://speedtest.net) - Please review Remote Worker FAQs for additional information Benefits - Remote work options available - Performance bonus and/or merit increase opportunities - 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary (100% vested immediately) - Competitive paid time off - Health insurance, dental insurance, and telehealth services start DAY 1 - Professional and Leadership Development Programs - Review additional benefits: (https://www.wpshealthsolutions.com/careers/) Who We Are WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin. WPS offers health insurance plans for individuals, families, seniors and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS has been making healthcare easier for the people we serve for nearly 80 years. Proud to be military and veteran ready. Culture Drives Our Success WPS’ culture is where the great work and innovations of our people are seen, fueled and rewarded. We accomplish this by creating an open and empowering employee experience. We recognize the benefits of employee engagement as an investment in our workforce—both current and future—to effectively seek, leverage, and include differing and unique perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities. We are proud of the recognition we have received from local and national organization regarding our culture and workplace: WPS Newsroom - Awards and Recognition. Sign up for Job Alerts FOLLOW US! Instagram LinkedIn Facebook WPS Health Blog This position supports services under U.S. Department of Defense (DoD) Defense Health Agency (DHA) contract(s). As such, the role is subject to all applicable federal regulations, DoD contract requirements, and WPS internal policies, including but not limited to standards for data security, privacy, confidentiality, and program integrity. DoD contractors and their personnel are subject to screening and background investigation prior to being granted access to information systems and/or sensitive data to safeguard government resources that provide critical services.

• Manage a portfolio of clients autonomously, monitoring health, engagement, and account growth metrics; • Plan and lead structured follow-up meetings and QBRs (Quarterly Business Reviews); • Develop consultative relationships with client stakeholders to understand needs and identify business opportunities; • Advise clients on best practices for using the product; • Identify churn risk signals and execute proactive retention actions; • Identify and pursue upsell and cross-sell opportunities in partnership with the sales team; • Collaborate closely with Operations, Product, Support, and Sales teams; • Recommend improvements to customer management processes and internal routines.

Role Overview The Retention Team Lead serves as a front-line leader within VIU's Personal Lines Retention function, providing day-to-day guidance, coaching, and support to Retention agents. This role bridges individual contributors and Retention Supervisors, serving as a subject matter expert who leads by example through side-by-side coaching, real-time performance support, and quality monitoring. The Team Lead drives team performance by identifying coaching opportunities, providing immediate feedback, reinforcing retention strategies, and ensuring adherence to quality standards while maintaining personal production goals. Role Responsibilities - Provide daily coaching and real-time feedback to Retention agents through call monitoring, side-by-sides, and performance observations - Conduct call reviews and quality assessments to identify coaching opportunities and skill development needs - Lead team huddles, share best practices, and reinforce retention strategies and save techniques - Mentor new team members and provide onboarding support to accelerate ramp-up - Serve as subject matter expert and escalation point for complex customer situations - Monitor individual agent performance against KPIs including retention rate, save rate, call quality, and customer satisfaction - Review calls for compliance with scripts, quality standards, and regulatory requirements - Celebrate team wins and recognize high performers to drive motivation and engagement - Lead by example by maintaining personal retention goals and demonstrating best-in-class retention techniques - Assist Supervisor with scheduling, time-off coverage, and real-time adherence monitoring - Track and report on team performance metrics and coaching activities - Identify process gaps and recommend improvements to Supervisor and leadership - Handle retention calls and customer interactions as needed to support team volume Key Competencies Coaching & Development Provides constructive feedback and develops team members through observation and real- time support Retention Expertise Deep understanding of save techniques, objection handling, and customer retention strategies Communication Clear communicator who delivers feedback, motivates team members, and escalates issues effectively Leadership by Example Demonstrates excellence in retention performance and professional behavior Problem Solving Identifies performance issues and works with team to implement solutions Attention to Detail Monitors quality standards and ensures compliance with processes and regulations HUB Leadership Competencies VIU by HUB Leads are expected to demonstrate the following HUB organizational competencies in their daily work: Think Strategically Understands the big picture. Seeks multiple points of view and investigates all potential options, risks, and outcomes to drive results. Champion Talent Attracts and contributes to an environment where learning and development are valued and rewarded. Encourages a growth mindset and acknowledges accomplishments. Know the Business Understands how HUB generates revenue and what drives profitability. Makes decisions that clearly support HUB’s strategy and helps to transform plan into action by having awareness of business challenges, customer needs, procedures, and results. Drive Results Maintains high standards of accountability and concentrates efforts on achieving high-quality results aligned with HUB’s values. Uses critical thinking and sound business judgment to make decisions with varied degrees of risk and uncertainty. Be Agile Thrives in uncertain, complex, and ambiguous circumstances by anticipating and responding to changes with quick, focused, and adaptable behaviors. Combines rapid decision making with an action-oriented mindset to implement creative solutions. Foster Boundaryless Collaboration Encourages working together with others to freely collaborate, share information, and ideas across different disciplines. Leverages the strengths of others. Communicate with Impact Engages in respectful, authentic, and open communication with a variety of audiences in both verbal and non-verbal ways. Delivers convincing and meaningful messages that create alignment. Qualifications - High school diploma or equivalent required - Associate's or Bachelor's degree in Business, Communications, or related field preferred - 3-5 years of insurance industry experience (Property & Casualty preferred) - 2+ years as a top-performing Retention agent or similar customer service role with demonstrated success achieving retention goals - Experience providing informal coaching, mentoring, or training to peers - Strong understanding of personal lines insurance products (auto, home, renters, umbrella) - Excellent communication skills with ability to provide constructive feedback - Proven ability to manage multiple priorities while maintaining personal performance - Self-motivated with desire to develop leadership skills - Previous Team Lead, Senior Agent, or informal leadership experience - Experience in call center or high-volume retention environment - Familiarity with quality monitoring tools and call center technology - Track record of consistently ranking in top tier of team performance - Active Property & Casualty insurance license required Knowledge & Skills - Strong understanding of customer retention strategies, save techniques, and objection handling specific to insurance - Deep knowledge of personal lines insurance products including coverage options and rating factors - Skilled in providing real-time coaching and feedback in a call center environment - Ability to monitor calls for quality, compliance, and customer service excellence - Understanding of call center metrics including retention rate, save rate, and customer satisfaction - Proficiency with CRM platforms, quality monitoring systems, and call center technology - Strong interpersonal skills with ability to motivate and build relationships with team members - Time management skills to balance personal production with coaching and leadership responsibilities - Positive attitude with desire to help others succeed and contribute to team culture Department Account Management & Service Required Experience: 1-2 years of relevant experience Required Travel: No Travel Required Required Education: High school or equivalent HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. E-Verify Program We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the recruiting team HUBRecruiting@hubinternational.com. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

• Conduct monthly check-ins and virtual meetings with banking partners to maintain strong relationships and drive referrals. • Serve as the main point of contact for referred clients to ensure satisfaction and retention. • Guide clients through onboarding, educating them on products and services. • Maintain consistent, transparent communication throughout the sales and onboarding journey. • Address and resolve client issues promptly, escalating when needed. • Build long-term trusted relationship banking partners retail teams and their clients. • Prepare and distribute monthly lead and performance reports; log all partner communications in Salesforce. • Collaborate with sales reps to follow up on leads and advance opportunities through the pipeline. • Track and manage lead status in Salesforce; ensure proper attribution to referring partners. • Oversee day-to-day partner program operations, including onboarding, referral tracking, and reporting.