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:
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Handles inquiries from Brokers, Sales Consultants and Medical and Ancillary carriers with a higher level of expertise and in-depth knowledge.
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Assist in analyzing complex or challenging problems and provide relevant information and solutions.
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Clarify and communicate carrier policies, benefits, and guidelines.
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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.
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Responsible for efficiently utilizing internal tools and carrier portals to manage tasks.
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Consistently utilize CRM platforms such as Sales Force to provide transparency and status of pending items.
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Utilize available company resources to independently find solutions and information, minimizing the need for assistance.
Client Communication:
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Communicate with clients, brokers, Sales Consultants and Medical and Ancillary Carriers regularly to gather necessary information to answer and reply to inquiries.
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Foster and maintain positive customer relationships while collaborating with internal teams to ensure customer requests and inquiries are addressed promptly and effectively.
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Acknowledge and reply to urgent requests upon receipt.
Market & Product Knowledge:
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Stay updated on trends in employee benefits offerings, plan designs, and the competitive landscape to provide the best viable solutions and recommendations.
