Broker Support Specialist

1 month ago

Westlake Village, United States WARNER PACIFIC INSURANCE Full time

The Broker Support Specialist (CS), works closely with the Broker Service Representatives, under direct supervision, is responsible to follow up on requests that are sent to the carrier to ensure they are processed in a timely manner. Responding to telephone and written inquiries and initiate steps to assist Broker Service representatives with their follow up regarding requests related to membership, benefit modifications, and renewals. The Broker Support Specialist (CS) operates at an introductory level, with limited knowledge regarding business guidelines and procedures, as well as modifications to existing business.

**Overview of Responsibilities**

Successfully complete the required basic training. Able to perform all job functions with assistance from co-workers, specialists and managers; including but not limited to the following:

- Strong working knowledge of insurance carrier procedures.
- Respond to coworker and customer questions in a clear and effective manner via telephone and written correspondence.
- Analyze simple, complex and/or difficult problems and provide information/solutions. May require in-depth research.
- Operate internal and external computerized systems to obtain and extract information, documents, activities and changes for tracking, information gathering and troubleshooting.
- Thoroughly document inquiry outcomes for accurate tracking and analysis.
- Receive and place follow-up telephone calls to ensure items are completed in a timely manner.
- Develop and maintain positive customer relations and coordinate with various functions with the insurance carriers to ensure requests and questions are handled appropriately and in a timely manner.
- Provide external and internal customers with requested information.
- Serve as a liaison between the Broker Service representative and insurance carrier.
- Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims.
- Identify, understand and respond to the needs and expectations of coworkers and customers.
- Provide back up in other areas within the department/company as needed/requested.
- Other activities as assigned.

**Other Performance Expectations**
- Treat all employees and customers fairly and with respect.
- Consistently communicate with other employees and customers in a dignified, positive fashion in order to encourage and achieve maximum performance results while earning respect and admiration of coworkers.
- Lead by example and regularly review, understand, and comply with all policies and procedures, including those regarding punctuality, attendance, harassment and discrimination prevention.
- Embrace change with a positive attitude and motivate others in the department to do the same.
- Demonstrate consistent, outstanding judgment, honesty and integrity in all aspects of job performance.
- Continually evaluate work environment identifying areas where assistance is required and opportunities for process improvement exist.
- Maintain and foster positive, open communication channels with all coworkers and customers.
- Complete assignments as assigned and on time, unless otherwise agreed to.
- Independently seek out additional work from current or other departments as time permits.
- Positively participate in other projects/activities as assigned.

**Additional Skills and Requirements**
- Required to work additional hours beyond regular work schedules as necessary during our peak season to meet commitments to our customers and business needs (including holidays adn weekends)?
- Minimum of a High School Diploma; advanced education or degree preferred.
- Prior insurance service experience resulting from a combination of education and/or experience that would provide an equivalent background in terms of insurance knowledge and experience is desired.
- Excellent written and oral communication and interpersonal skills
- Ability to understand and demonstrate the use of computer system, computer programs and office equipment as necessary, including ability to type a minimum of 30-35 wpm and proficiency in the use of a 10 key.
- Ability to work a minimum of 8 hours per day, Monday through Friday, generally with shift start times between 8:00-8:30 a.m., as determined by senior management.
- Ability to work overtime, holidays and weekends as requested by senior management.
- Ability to attend onsite office meetings
- High level planning, organizing and time management skills.
- Proven ability to analyze and resolve mathematical discrepancies
- Ability to maintain a pleasant, cordial, and professional demeanor when negotiating with coworkers and customers; especially when dealing with a heated situation.
- Ability to successfully prioritize and remain calm when faced with requests, demands and deadlines.
- Complete 50% of the classes required to obtain HIP (Health Insurance Professional) certificate prior to becoming a Sales Associate II.
- Attend required classes and pass test to obtain CA

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