Broker Support Representative II

Broker Support Representative IICandidates must live in the MD, DC, Northern VA area in order to travel into the offices occasionally.PURPOSE: The Broker Support Representative II serves as the primary liaison between our organization and key health insurance broker partners. This role provides strategic operational support, proactive service delivery, and technical expertise to our most prestigious broker agencies and their client accounts. The position requires a customer-focused professional who can build and maintain strong broker relationships while ensuring seamless service delivery and operational excellence.ESSENTIAL FUNCTIONS:Act as the dedicated point of contact for assigned broker agencies, providing comprehensive support for all operational, enrollment, and service-related mattersDeliver proactive onsite support to broker partners and account administrators to prevent service disruptions and ensure optimal customer experienceFacilitate broker and account training sessions and service coordination meetings to ensure partner successSupport sales teams as required to address customer issuesResolve complex service issues, member complaints, and escalations by coordinating across internal departments and external vendorsManage formal appeals processes for enrollment and service matters, ensuring timely and compliant responses to brokers, clients, and regulatory agenciesMaintain accurate documentation and reporting on broker account activities, service metrics, and issue resolutionServe as subject matter expert on benefits, policies, and operational procedures for assigned broker partnersCollaborate with operations to resolve claims and eligibility issuesMonitor individual and team performance against key performance indicators, ensuring work is completed within corporate SLA targetsMentor and train Broker Support Representative I staff membersQUALIFICATIONS:Education Level: High School Diploma or GEDExperience: 3 years customer service experience in health insurance fieldPreferred Qualifications:Demonstrated understanding of health insurance products, benefits administration, and broker relationshipsExperience supporting health insurance brokers or broker agenciesComprehensive knowledge of health insurance operations and customer serviceActive Life & Health Producers LicenseKnowledge, Skills and Abilities (KSAs):Strong relationship management skills with ability to build and maintain strategic broker partnershipsExcellent written and verbal communication skills, including professional presentation abilitiesSuperior problem-solving and analytical capabilities with attention to detailProven ability to manage multiple priorities effectively and respond to time-sensitive situationsSkilled in conflict resolution and managing challenging customer situationsProficiency with health insurance systems and Microsoft Office applicationsAbility to work independently and collaboratively across departmentsSalary Range: $49,032 - $89,892Salary Range Disclaimer: The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).Equal Employment Opportunity: CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.Where To Apply: Please visit our website to apply: www.carefirst.com/careersFederal Disc/Physical Demand: Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.PHYSICAL DEMANDS: The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.Sponsorship in US: Must be eligible to work in the U.S. without SponsorshipREQNUMBER: 21526