Customer Service Call Center Agent

VECRA, Inc. is seeking a remote Call Center Agent to support the Maryland Health Benefits Exchange. The role assists Maryland residents with healthcare benefits, handles inbound calls, documents inquiries, updates applications, verifies coverage, escalates issues, and participates in training and meetings.

Responsibilities:

• Answer inbound calls from consumers, prospective enrollees, and those acting on their behalf, providing information on policies, procedures, and privacy protocols
• Track and document all inquiries using the designated systems
• Complete tasks according to established guidelines and quality assurance metrics
• Assist consumers with changes to their applications and reset passwords for self-service
• Check application status and verify coverage effectiveness
• Escalate calls or issues to appropriate staff when needed
• Facilitate translation services for non-English speaking callers
• Attend training and meetings to maintain up-to-date knowledge of all programs and systems

Requirements:

• Must be a Maryland Resident
• 3+ years of call center experience
• Experience with high inbound call volumes and meeting/exceeding performance metrics
• Fast learner with the ability to work independently
• Strong multitasking and computer skills
• Excellent listening skills with the ability to understand, not just respond
• Punctual and self-reliant
• High School Diploma or GED required