Agency Service Rep III - Bilingual Vietnamese

Sign-on Bonus: $2,000

Location: 10800 Bellaire Blvd, Suite C, Houston, TX (Southwest Houston)

Onsite: This role requires associates to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.

Shift: Monday-Friday; 8am to 5pm CT. Occasional evenings and weekends may be required, especially during peak periods (e.g., Annual/Open Enrollment).

The Agency Service Representative III will provide advanced, high touch service and operational support for Medicare and Dual Eligible (Medicare & Medicaid) members and prospective members, with with focus on serving the Vietnamese-speaking community in Southwest Houston. The role requires strong product/program knowledge, excellent service judgement, and the ability to meet quality and productivity expectations.

How you will make an impact:

• Assist members and prospective members in person (storefront), by phone, and in writing, providing accurate guidance and service support.
• Respond to inquiries involving Medicare and Dual plan information, benefits, policies/procedures, and general program questions; escalate complex issues appropriately.
• Perform basic enrollment and billing maintenance transactions and ensure accurate documentation and follow-through.
• Support special projects and operational needs; create and provide reports as needed to support customer/client requirements.
• Coordinate mailings and fulfillment requests.
• Support manager requests including preparation for meetings and community activities may assist with roadshows/outreach events.
• Meet established performance expectations for productivity, timeliness, quality, and customer experience.

Minimum Requirements: Requires a high school diploma or a GED equivalent and a minimum of 5 years of related customer service experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences:

• Bilingual English/Vietnamese required (spoken, read, and written).
• Experience working in a customer-facing and/or high-volume service environment (in-person and/or phone).
• Previous health insurance experience supporting the senior and disabled population.
• Knowledge/understanding of Medicare and Medicaid, including Dual Eligible populations.
• Advanced benefits, claims, enrollment, billing, or membership knowledge.
• Experience supporting sales, brokers/agents, and/or community outreach efforts.
• Proficiency with Microsoft Office (Outlook, Excel, Word) and CRM/tools (Salesforce preferred).
• Active Texas Health & Life Insurance license highly preferred; ability to obtain within 90 days of hire required (where applicable).