Associate Broker Service Representative
Remote, 8am-5pm PST
The Associate Broker Service Representative serves as a key point of contact for brokers, providing research, analysis, and resolution for inquiries related to billing, benefits, and post-sale concerns. This role involves responding to phone and email inquiries, ensuring timely and accurate support while maintaining strong relationships. The position requires close collaboration with Sales Consultants, brokers, medical and ancillary carriers, and internal teams to facilitate seamless issue resolution and enhance overall service delivery. A foundational understanding of the healthcare industry, attention to detail, and effective communication skills are essential to successfully navigate complex requests and support broker needs.
Overview of Responsibilities
Customer Service:
- Addresses inquiries from Brokers, Sales Consultants and Medical and Ancillary carriers.
- Assist in analyzing complex or challenging problems and provide relevant information and solutions.
- Clarify and communicate carrier policies, benefits, and guidelines to brokers and agency staff members
- 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 learning and becoming proficient in internal tools and effectively navigating carrier portals.
- Utilize CRM platforms such as Sales Force to provide transparency and status of pending items.
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 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:
- Collaborate with Sales consultants, brokers, and carriers to consistently provide accurate and detailed information.
- Provide team back-up/desk coverage as needed.
- Assist other team members/departments as needed.
Additional Skills and Requirements:
- High school diploma or equivalent.
- Any combination of education and/or experience that would provide a background in terms of customer service knowledge and experience preferred.
- Familiarity with employee benefits products such as group health insurance, dental insurance, vision insurance and other ancillary products.
- 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.
- Good analytical skills and attention to detail.
- Strong written and verbal communication skills, with attention to grammar and detail.
- Good 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 if local to the Westlake Village, CA office.
- Full-time, Monday to Friday, 8:00 a.m. – 5:00 p.m. PST with overtime during peak periods, holidays, and weekends as requested by management.
- Minimal travel may be required for client meetings or training sessions if local to the Westlake Village, CA office.
Compensation
- Hourly Range: $20.44- $27.26 per hour
- Actual compensation may vary from posting based on work experience, education, and/or skill level.
- * 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!
