Answer incoming phone calls from prospective members, identify the type of assistance and information the customer needs with the goal to convert caller to a qualified lead and sale Follow up with members on questions or to review current or new products and services Navigate multiple computer systems to document member information while maintaining active listening and engagement with member Demonstrate knowledge of the product portfolio by addressing needs of members, explaining the differences between products, and assisting selection of product to best meet their needs Assist in completion of the enrollment application over the phone, staying consistent with product requirements and enrollment guidelines Meet the goals established for the position in the areas of performance, attendance, and consumer experience Meet and maintain requirements for agent licensure, appointments, and annual product certification