1. CUSTOMER EXPERIENCE
   • Provide all customers with an exceptional customer-focused and positiveHMSA Center experience. Ensure that the experience meets thecustomer's needs and exceeds their expectations. Communicate andpromote HMSA's brand message and commitment to service excellence.
   • Build enduring relationships with HMSA's customers/members and otherconsumers by becoming their personaltrusted advisor, and by effectivelydelivering on commitments.
   • Understand the full suite of products and services offered. Seek tounderstand the customer's needs;analyze and identify the root causes;propose solutions that meet the customer's specific needs, issues, andproblems. Gainacceptance to proceed with an option or solution.Resolve customer issues and/or close sales opportunities.
   • Use every customer interaction to move the customer along the healthcontinuum in furtherance of HMSA's vision.
   • Analyze new customer's needs. Conduct product comparisons todetermine eligibility, and identify the best product solutions, includingbenefits, features, company services, and operation processes and howthey specifically benefit the customer. Effectively communicate, educateand sell these options to the customer.
   • Create a friendly service experience for anyone with questions regardinghealth care, health insurance (benefits, claims, premiums, payments andenrollment) or other related topics. Use broad product and serviceknowledge to educate and answer customer questions in a way that issimple and easy to understand.
   • Use web-based tools and other aids to educate customers on how to effectively use HMSA resources, including healthcare and costinformation tools.
   • Using language that is customer friendly, provide guidance andeducation to customers/members and other consumers on changes inthe healthcare industry (e.g. ACA) and how it affects them.
   • Support and deliver on the HMSA Center's overall sales, service,membership, and customer-satisfaction goals.
   • Ensure customers understand their current products, benefits, tools andhow to use them effectively.
   • Service phone inquiries as needed.
   • Ensure the cleanliness and professional appearance of the commonareas in the HMSA Center.
   • Refill and stock collateral.
   • Refill and stock refreshment station.
2. GREETING
   • Create a warm and welcoming atmosphere for HMSA Center customers.
   • Warmly greet customers entering and the HMSA Center and thank themas they leave.
   • Ask questions to uncover the customer's problem.
   • Identify and confirm understanding of the problem.
   • Assess the problem and resolve if possible.
   • As the single point person, use good judgment to guide the customer,throughout the HMSA Center experience and create an exceptionalwarm referral experience to management or to a subject matter expertwhen appropriate.
3. TRAINING
   • Meet ongoing training requirements and keep current on product andservice knowledge.
   • Understand the drivers and trends within HMSA and the healthcareindustry that affect HMSA's consumers and shape their buyingdecisions. Be aware of competitive activities and opportunities.
   • Assist and train customers on use of the self-service tools available suchas the self-service kiosk or self-service payment center.
4. STANDARDS AND COMPLIANCE
   • Comply with operational (e.g. operational playbook); service standards(e.g consumer experience); and all federal, state, and HMSAcompliance requirements.
   • Provide input and feedback on corporate policies, processes andprocedures, marketing collateral and campaigns to HMSA CenterManager.
5. Performs all other miscellaneous responsibilities and duties as assigned ordirected.

1. Associate's degree and two years of related experience, or an equivalent combination of education and experience.
2. Excellent verbal and written communication skills.
3. Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, PowerPoint, and Outlook.
4. Active license with the state of Hawaii Department of Commerce and Consumer Affairs OR pass all four sections of the state licensing examination within three months of hire date.
   • Having an active license to sell Health, Life and Group Insurance products in the state of Hawaii is a condition of employment.

Pay Range: $42,000 - $78,000, position is eligible for an incentive bonus

Note: Individuals typically begin between the minimum to middle of the pay range

For duties related to this position, HMSA provides paid on the job training. An active State of Hawaii producer license in Life and Health (Accident and Disability) needs to be obtained within first three months of employment. HMSA's new hire policy allows paid study time and test fee reimbursement, within policy threshold.