Job Description

The Broker Support Specialist is our in-house resource delivering exceptional service to our brokers and customers. They will perform various routine and defined support tasks in an office environment, up to 5 days per week.

At BenefitMall, an industry leading provider of benefits services, we believe that it takes great employees to build a resilient organization. Our culture is based on corporate values that focus on inclusion, trust, collaboration, and innovation to help us build a bright future. As a result of listening to our employees, BenefitMall has recently earned a Top Workplaces USA award three years in a row based solely on employee feedback and insight! If you want to work for a company where employees are valued and growth is encouraged, BenefitMall could be the place.

KEY RESPONSIBILITIES:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Provide quality information and solutions to brokers that are housed in our office and those that are not housed by BenefitMall.
• Prepare files and maintain physical or electronic records and documents in required formats daily.
• Compile and verify information, as well as input data into a tracking database or system.
• Provide customer service directly to our clients, both internal and external, by retrieving documents and/or responding to requests for information by phone or email.
• Maintain 100% of available phone and electronic service goals.
• Determine when customer issues need to be escalated and find solutions.
• Provide brokers and clients with quality service for issues regarding employee enrolment, ID card status effective dates and commission issues.
• Keep up to date on all Company policies and promotional offerings.
• Actively participate in regular meetings, providing input to contribute to the team’s overall success.
• Make outbound calls to clients for the purpose of monitoring client satisfaction.
• Occasional long, irregular hours during 4th Quarter.

QUALIFICATIONS:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School diploma or equivalent required.
• A minimum of two (2) years of experience in a customer service environment within the health insurance field.
• Working knowledge of medical conditions, terminology, and insurance products.
• Prior experience dealing with multiple customer service issues.
• Possess a good understanding of HIPAA laws and guidelines.
• Exceptional attention to detail and ability to manage multiple tasks simultaneously.
• Strong knowledge of Microsoft Office; specifically, Excel, Word, and Outlook Exchange; proficient with various web browsers.
• Ability to communicate effectively with internal and external personnel, both verbally and in writing.
• Ability to read, analyze and interpret Explanation of Benefits (EOB).
• Read, comprehend, and interpret underwriting procedures, requirements, regulations, and contracts.
• Work in and contribute to a positive team environment.

BenefitMall is the health insurance division of CRC Group, a TIH company.

General Description of Available Benefits for Eligible Employees of TIH Insurance: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of TIH Insurance offering the position. TIH offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on TIH's generous benefit plans, please visit our site . Depending on the position and division, this job may also be eligible for TIH’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

CRC supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC is a Drug Free Workplace.

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