Broker Service Representative II- REMOTE

Broker Service Representative II

Must be Located in, TX/OK

The Broker Service Representative II, working closely with Sales Consultants, Brokers and Carriers, under general supervision, is responsible for applying carrier principles and internal procedures, research and analyze issues, respond to telephone and written inquiries and initiate steps to assist callers regarding issues relating to membership, benefit modifications, and inquiries regarding pre/post sale issues. The Broker Service Representative II operates at a partially independent level, with knowledge regarding business guidelines and procedures, as well as modifications to existing business.

Overview of Responsibilities

• Successfully completed the required basic training. Able to perform all job functions with minimal assistance from co-workers, specialists and managers; including but not limited to the
• following:
• Respond to coworker's and customer's iquiries in a clear and effective manner via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Analyze simple, complex and/or difficult problems and provide information/solutions.
• May require minimal research.
• Interpret and explain policies, benefits, guidelines, etc. to customers. May require
• minimal research or guidance from co-workers, specialists, managers and/or service
• providers.
• Operate internal and external computerized systems to obtain and extract information, documents, activities, and changes for tracking, information gathering, and troubleshooting.
• Thoroughly document inquiry outcomes for accurate tracking and analysis.
• Receive and place follow-up telephone calls/e-mails to answer customer questions that are routine in nature within 4 hours at a maximum.
• Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Research and analyze data to address operational challenges and customer service issues.
• Provide external and internal customers with the requested information.
• Serve as a liaison between the customer and service providers.
• Requires moderate knowledge of company services, products, insurance benefits, provider contracts, and claims.
• Identify, understand, and respond to the needs and expectations of coworkers and customers.
• Provide backup in other areas within the department/company as needed/requested.
• Make note of potential workflow or process enhancements and communicate to supervisor for consideration.
• Participate in and complete other department projects assigned in an efficient, cooperative, and timely fashion. 
• Respond promptly to all internal and external communications, such as client, or management e-mails and phone messages, ideally within no more than 4 hours of receipt.
• Assist with gathering constructive criticism/feedback on internal and external systems and assist with the development of new projects and workflows to enhance the customer experience and overall efficiencies of the department.
• Other activities as assigned.
  

Other Performance Expectations

• Treat all employees and customers fairly and with respect. Consistently communicate with other employees in a dignified, positive fashion to encourage and achieve maximum performance results.
• Lead by example and regularly review, understand, and comply with all policies and procedures, including those regarding punctuality, attendance, harassment, and discrimination prevention. 
• Embrace change with a positive attitude and motivate others in the department to do the same.
• Demonstrate consistent, outstanding judgment, honesty, and integrity in all aspects of job performance.
• Continually evaluate work environment identifying areas where assistance is required and opportunities for process improvement exist.
• Maintain and foster positive, open communication channels with all affiliated internal and external customers.
• Assist coworkers and customers in skill/knowledge development.
• Complete assignments as assigned and on time, unless otherwise agreed to.
• Independently seek out additional work from current or other departments as time permits.
• Positively participate in other projects/activities as assigned.
  
  Additional Skills and Requirements
• Minimum of a High School Diploma; advanced education or degree preferred.
• Minimum 1 year as a Broker Service Representative I or 1 year prior insurance service experience resulting from a combination of education and/or experience that would provide an equivalent background in terms of insurance knowledge and experience is desired. 
• Excellent written and oral communication and interpersonal skills.
• Ability to understand and demonstrate the use of computer systems, computer programs, and office equipment as necessary, including the ability to type a minimum of 30-35 wpm and proficiency in the use of a 10 key. 
• Ability to work additional hours beyond regular work schedules as necessary during our peak season to meet commitments to our customers and business needs (including holidays and weekends). 
• Ability to work a minimum of 8 hours per day, Monday through Friday, generally with shift starting times between 8:00-8:30 a.m., as determined by senior management
• Ability to attend interoffice meetings.
• Ability to work overtime, holidays, and weekends as requested by senior management
• May require occasional in/out of state multi-day travel
• High level planning, organizing, and time management skills.