Broker Services Rep II
May 4, 2015, 3 Minute Read
Summary:
The Broker Service Representative II (BSR) is a member of a team responsible for cultivating and maintaining quality relationships with both, brokers and carriers. The BSR works with sales team members, including Sales Representatives and Account Managers, on a case-by-case basis to match brokers’ and customers’ needs with the right product offering and to deliver a high level of service. The BSR is regularly required to analyze, compare, confer, communicate, coordinate, make decisions, monitor, motivate, organize, persuade, question, research, review, recommend and report.
Essential Duties and Responsibilities:
Expectations of a BSR may include any of the following:
- Create and maintain effective customer relationships.
- Provide timely, accurate responses to all inquiries from brokers that are made by phone, email or fax in a prompt and courteous manner.
- Consult and problem-solve for broker customers to ensure best outcomes.
- Communicate with brokers and/or carriers on pertinent matters in a timely and complete manner.
- Manage expectations of brokers and fellow team members.
- Provide product and market information to brokers and team members with appropriate medium.
- Monitor service commitment and progress tracking systems and reports, such as quote queue, application processing tracking reports, and satisfaction surveys to ensure Claremont’s service commitment is met.
- Deliver broker services as defined by management including, but not limited to:the review, completion, correction and submittal of applications, and provide for or answer questions related requirements of carrier or administrator
- review, data preparation, submittal, quality audit and the timely release of requested quotes
- assistance of broker with resolution of claims, membership, adds/deletes, contract and benefit amendments, preparation
- timely release to the RSM of analysis and data related to broker clients’ anniversary,
- complete and accurate dissemination to brokers of descriptions of carrier features and benefits
- complete and accurate dissemination to brokers of descriptions of company broker service features and benefits
- Other duties as assigned.
- Respond to requests for materials with pertinent documents. Assure that orders are placed and delivery dates may be met.
- Update databases in a timely and accurate manner.
- Research and respond to requests for information.
- Ability to execute two disciplines.
- Uses ability as a skilled specialist in accordance with company policies and procedures to complete complex tasks in creative and effective ways.
- Works on assignments that are complex in nature where considerable judgment and initiative are required in resolving problems and making recommendations.
Knowledge, Skills and Abilities
- Knowledge of carrier’s product(s) rates, underwriting guidelines, submission requirements, and other administrative requirements.
- Familiarity with basic business equipment including multi-line phones, voice-mail, fax, photocopiers, and personal computers.
- Knowledge of fundamental business protocols including but not limited to alpha filing, telephone etiquette, documentation and record keeping, and basic quality assurance techniques.
- Knowledge of routine business communication methods such as the style and format of letters, emails, memoranda, minutes and reports.
- Customer care technique skills.
- Effective communication skills, both orally and in writing.
- Proficiency in the use of a personal computer and competency with MS Word, Access and Excel.
- Experience in the use of the Internet and e-mail.
- Ability to demonstrate reliability through consistent performance and good attendance.
- Ability to establish priorities and meet commitments without supervision.
- Ability to communicate in a cooperative and constructive manner.
- Ability to effectively manage moderate stress, including monthly deadlines.
- Ability to understand the concept of service as a product and to relate with the customer.
- Ability to work in a fast-paced, dynamic environment and handle multiple tasks.
Qualification Requirements:
- A minimum of two years of post-secondary education, and/or 3 to 5 years in a customer service position in which similar knowledge, skills, and abilities were utilized.
- A bachelor’s degree or health insurance background is preferred.
- Strong command of the English language (written and oral) required.
- Life License preferred
- Travel may be required by car. Proof of insurance and a clean DMV record will be required.
To apply for this position, send a resume and cover letter to jobs@claremontcompanies.com.
