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Role Description

The Broker Service Representative serves as a key resource for brokers, handling research, analysis, and resolution of inquiries related to billing benefits, and post-sale concerns. This role involves responding to phone and email inquiries, ensuring timely and accurate assistance while fostering strong relationships. Collaboration with Sales Consultants, brokers, medical and ancillary carriers, and internal teams is essential to facilitating efficient issue resolution and optimizing service delivery. Success in this role requires a strong understanding of the business, industry, and internal systems, with the ability to apply this knowledge effectively to support operations and enhance overall performance.

Qualifications

• High school diploma or equivalent.
• Previous customer service experience, minimum 3 years, or any combination of education and/or experience that would provide an equivalent background in terms of customer service knowledge and experience.
• Working knowledge of employee benefits, including policies, regulations, and industry best practices, preferred.
• Strong analytical skills and attention to detail.
• Strong written and verbal communication skills, with attention to grammar and detail.
• Demonstrate advanced customer service skills, with the ability to effectively communicate via email and phone when interacting with customers.
• Proficient using computer systems, office software, and data entry.

Requirements

• Handles inquiries from Brokers, Sales Consultants and Medical and Ancillary carriers with a higher level of expertise and in-depth knowledge.
• Assist in analyzing complex or challenging problems and provide relevant information and solutions.
• Clarify and communicate carrier policies, benefits, and guidelines.
• Responsible for responding to benefit and billing inquiries, processing new hire enrollments, handling termination requests, providing forms, and managing renewal requests among other related tasks.
• Responsible for efficiently utilizing internal tools and carrier portals to manage tasks.
• Consistently utilize CRM platforms such as Sales Force to provide transparency and status of pending items.
• Utilize available company resources to independently find solutions and information, minimizing the need for assistance.
• Communicate with clients, brokers, Sales Consultants and Medical and Ancillary Carriers regularly to gather necessary information to answer and reply to inquiries.
• Foster and maintain positive customer relationships while collaborating with internal teams to ensure customer requests and inquiries are addressed promptly and effectively.
• Acknowledge and reply to urgent requests upon receipt.
• Stay updated on trends in employee benefits offerings, plan designs, and the competitive landscape to provide the best viable solutions and recommendations.
• Continuously monitor industry regulations (i.e., carrier 411) and compliance standards to maintain up-to-date knowledge of the employee benefits market.
• Establish and maintain strong professional relationships with Sales Consultants, brokers, and carriers to provide accurate, detailed information while ensuring an elevated level of professionalism.
• Provide team back-up/desk coverage as needed.
• Assist other team members/departments as needed.
• Seasonal overtime during peak season required and may include weekends and/or holidays.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Ability to work independently with supervision as well as part of a team.

Benefits

• Hourly Range: $20.73 - $27.64 per hour.
• Merit increases.
• Paid holidays.
• Paid Time Off.
• Medical, dental, and vision benefits.
• Short- and long-term disability benefits.
• 401(k) + match.
• Life insurance.

Working Conditions

• While this position allows for remote work, there may be occasional in-office attendance for meetings, team collaborations, and other essential activities.
• Full-time, Monday to Friday, 8:00 a.m. – 5:00 p.m. ET with overtime during peak periods, holidays, and weekends as requested by management.
• Minimal travel may be required for client meetings or training sessions.