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Warner Pacific

Broker Service Representative

Remote, 8am-5pm ET

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 e mail inquires, 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.

Overview of Responsibilities

Customer Service:

• 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.

Client Communication:

• 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.

Market & Product Knowledge:

• 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.

Collaboration and Team Support:

• 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.
• Perform related responsibilities and additional tasks as needed to support team and business operations.

Additional Skills and Requirements:

• High school diploma or equivalent.
• Previous customer service experience as an Associate Broker Service Representative, 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.
• 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.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• 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 e mail and phone when interacting with customers.
• Proficient using computer systems, office software, and data entry.

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. with overtime during peak periods, holidays, and weekends as requested by management.
• Minimal travel may be required for client meetings or training sessions.

Compensation

• Hourly Range: $23.06 - $34.37 per hour.
• The actual compensation may vary from posting based on work experience, education, skill level, and/or geographic location.
• * The hourly or salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• We offer a range of market-competitive benefits that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short- and long-term disability benefits, 401(k) + match, and life insurance.
• As an organization that values diversity of backgrounds, experiences, thoughts, and education levels, we know that an amazing candidate may not have all the qualifications that are listed above. Warner does not want to miss out on excellent candidates. If you believe you would be able to leverage your skills and strengths to meet our “Duties & Responsibilities” section, please apply! We look forward to hearing from you!