Role has responsibility for inside support of broker/agent relationships and educational needs about company products, services and administrative procedures. Provide post-sales support for new and existing sales. Role includes communication of critical business information necessary to external audiences to achieve business objectives.
Nature and Scope of Responsibilities:
- Handle incoming service calls from broker/agents and provide quality responses to agents/brokers concerning service, policy/procedures and administration issues.
Resolve agent/broker issues by responding to questions and concerns about our product offerings; ability and willingness to research and find resolution.
Foster strong relationships with our broker/agents to maintain a high level of satisfaction.
Update call log database with related information and service issues for documentation and resolution efforts.
Maintain thorough understanding of all internal systems to respond to general and specialized broker/agent requests.
Maintain ownership from initial broker/agent contact to issue or call resolution; this includes supporting escalations, if appropriate, and providing updates.
Manage assigned broker/agent relationships with follow-up phone calls and relationship building.
Monitor case delinquency status and respond appropriately.
Create and maintain various data bases and spreadsheets.
Provide exceptional customer service.
Other duties as assigned to maintain office functionality as requested
Qualifications / Requirements:
Bachelor’s degree or equivalent business experience.
2-3 years’ experience in group health/life customer service/plan administration.
Life-Health Agent license or ability to obtain within 90 days of employment.
Excellent communication skills, both verbal and written.
Proficiency in Microsoft product suite (Outlook/Word/Excel).
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments