BIL Cantonese/English - Insurance Member Care Agent

Multilingual employee responsible for receiving and processing incoming and outgoing 
phone calls/emails/chats and paper inquiries and complaints for assigned clients and programs in 
accordance with corporate and department policies, procedures, quality standards, and applicable laws 
and regulations; as required, perform calls to Members in order to inform and qualify new opportunities
and address Member inquiries, ensuring adherence to established policies and procedures; establish a 
good working relationship with team members and department contacts in order to maintain, and 
continuously strive to improve the level of overall service being provided.

Member Care Job Functions – Connect with Members and potential Members in order to triage calls 
based on caller needs. As appropriate, offer an in-home visit with a field sales representative reservation 
to attend an upcoming sales seminar; or transfer to an inside sales representative. Capture demographic 
and advertising code data in the CRM tool. Direct all sales questions to Licensed Agents while ensuring 
adherence to corporate and department policies and procedures

• Translate written and/or verbal communication from one language to another with contextual 
accuracy 
• Exercise exceptional communication skills in an effort to optimize each contact with an existing or 
potential Member
• Process incoming and outgoing focused phone calls to collect information, investigate issues, or 
diagnose and troubleshoot problems
• Ensure that calls are processed in strict adherence to established policies, procedures, quality 
standards as well as applicable federal laws and regulations
• Research and resolve issues, within the scope of responsibility
• Obtain, enter, and verify Member information in designated systems
• Document Member notes with clear, concise explanations in a timely, and accurate manner, 
navigating systems while on the phone and documenting as much of the conversation in real-time 
as possible
• Maintain established quality, calls/interactions per hour, and response time metrics, while 
supporting overall goals and objectives
• Stay informed with training updates and email updates
• Follow proper escalation pathways determined by each program and situations
• Escalate to Manager, any situation as documented in procedure or is outside of the associate’s
control that could adversely impact the Company or Salelytics
• Handle Member inquiries and move between varying types of inquiries within the same shift
• Manage multiple channels of communication, including inbound and outbound phone, email, chat 
and paper
• Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely 
manner
• Maintain required documentation in an accurate and timely manner using established systems
• Maintain strict confidentiality of information provided by Member or data accessed within assigned 
systems
• Maintain an in-depth knowledge of policies and procedures regarding Member calls
• Establish and maintain a professional relationship with internal/external customers, team members 
and department contacts

Related Duties as Assigned
• The job description documents the general nature and level of work but is not intended to be a 
comprehensive list of all activities, duties, and responsibilities required of job incumbents. 
Consequently, job incumbents may be asked to perform other duties as required
• Also note, that reasonable accommodations may be made to enable individuals with disabilities to 
perform the functions outlined above. Please contact your local Human Resources representative to 
request a review of any such accommodations
• Responsible for properly using, maintaining, and returning upon request any company 
equipment and assets issued by Salelytics.

Education
• Must be 18 or older and have a High School Diploma or GED
Experience
• 2 years call center and/or customer service experience preferred
• Experience using Internet, Window applications (Word, Excel) and email services (Outlook)
Other
• Required spoken and written bilingual language qualification(s)
• Strong customer service and engagement skills
• Excellent verbal communication skills (vocabulary and articulation)
• Ability to express assurance/confidence and empathy
• Ability to not only understand complex Medicare programs, but to be able to explain/ articulate
these programs to callers in ways that are clear, correct and objective
• Ability to multi-task, this includes ability to understand multiple products and multiple levels of 
benefits within each product
• Ability to work a flexible schedule; may require holiday and weekends and must be easily 
adaptable to change
• Ability to demonstrate internet-based, multi-screen computer navigation with ease
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram 
form and deal with several abstract and concrete variables
• Ability to define problems, collect data, establish facts, and draw valid conclusions