• Rapidly and effectively resolve client issues: Helping clients and partners to handle requests to cancel or change bookings through our CRM system. • Advise clients: Provide expert advice on bookings and our products. • Communicate: Engage with suppliers, hotels, and clients via email and phone. • Work with systems: Utilize CRM systems and our internal databases efficiently.

• Manage a high-volume client portfolio, handling complex interactions with a focus on preventing cancellations (churn) and working in a consultative, solution-oriented manner to ensure customer retention. • Oversee the retention funnel, monitoring team and company metrics. Observe portfolio behavior signals and conduct targeted, strategic interactions focused on retention and relationship building. • Identify risks and opportunities related to customer satisfaction and success, ensuring customers perceive the value of our solution. • Collaborate with internal teams to guarantee a consistent customer journey and contribute to the continuous improvement of the CS area. • Consistently record all interactions, activities, learnings, and client movements in the available tools (CRM), ensuring organization and visibility across the company. • Analyze and present performance data for your portfolio, investigate root causes, identify retention opportunities, and propose effective action plans.

• Provide exceptional service to Wholesalers and Corporate Accounts by ensuring quality responses to the flow of incoming calls and orders • Support the Business Development sales team with their account requests • Process and set up inventory for accounts • Provide administrative and data integrity assistance • Set Up Sub-Accounts for Wholesale clients • Participate in the weekly team meetings and provide feedback/suggestions for improvement • Process Orders for Wholesalers and Corporate accounts • Process dropship and EDI orders for Wholesale and Corporate accounts • Verify inventory in stock & provide tracking details for orders • Follow up on shipping or FedEx discrepancies • Advise Wholesale accounts on any delays and issues with their orders • Record all customer complaints, enter a formal complaint into Master Control and follow up with the Quality Control department when needed • Enter Return Authorizations and request appropriate paperwork • Submit credits to be issued for clients and Wholesale accounts

Role Description At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. Your Way Insurance is a people-first organization built on compassion, integrity, and service. Our greatest strength lies in our talented and driven team, dedicated to helping seniors find Medicare plans that truly fit their needs, the right way. Through our one-stop shopping experience, we make it easy to compare top national health insurance carriers and choose coverage with confidence. This is a fully remote role. Qualifications - An active Resident Health Insurance License and any additional certifications/licenses as required by CMS. - Ability to interact professionally with customers, addressing their needs and concerns effectively. - Experience using Customer Relationship Management (CRM) software, call center software, and Medicare Enrollment tools to manage customer interactions and resolve customer issues. - Skills in Microsoft Office applications for organizing and tracking information. - Attention to detail and the ability to maintain accurate and organized records of customer interactions. - Comprehensive understanding of Medicare regulations, policies, and procedures in the US healthcare system. - Ability to explain complex healthcare information to clients in a clear and understandable manner. - Commitment to ongoing education and training to stay updated with changes in Medicare regulations and policies as set by CMS and other relevant governing bodies. - A valid and active license to sell Medicare plans as well as prior experience working in the healthcare industry are desirable, but not required. Requirements - Accepting internal inbound calls from sales agents to conduct third party verification. - Verify client’s information, Dr’s & Rx as shown on their application & confirm intent to enroll. - Conduct HRA/MCA assessments. - Present options for Carrier mail order pharmacy. - Answer questions customer may have with their new plan. - Driving higher effectuation & long-term value for company. Benefits - Medical/dental/vision plans, which start from day one! - Life and accident insurance. - 401(K) and Roth options. - Tax-advantaged accounts (HSA, FSA). - Educational expense reimbursement. - Paid parental leave. - Digital mental health services (Talkspace). - Flexible work hours (availability varies by office and job function). - Training programs. - Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing. - Charitable matching gift program. - And more...