Broker Agent Service Representative

UnitedHealth Group•Fort Worth, TX

8d•$18 - $32•Remote

About The Position

Our Company At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together. You will enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Requirements

2+ years of customer service experience
Current/active Sales Agent License in all states sold in or ability to obtain within the first 90 days of employment
Intermediate level of proficiency with Microsoft Office including Word, Excel, PowerPoint and Outlook
Ability to multitask
Excellent written and verbal skills
Demonstrated ability to handle difficult, emotional, or angry customers and agents calmly and with courtesy
Quick learner
Great communication skills
All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Candidates are required to pass a drug test before beginning employment.

Nice To Haves

Bilingual
Knowledge of medical terminology
Underwriting experience
AS400/LegaSuite experience
Workbench experience
Experience with N/B systems for issuing policies

Responsibilities

Provides prompt, accurate and courteous customer service on all phone calls received via our incoming call queue for multiple lines of business to Policyowners and Agents.
Treats all inquirers with kindness and professionalism. Warm, Customer-friendly, positive attitude that comes across clearly.
Receives incoming phone calls from Insured and Sales Agents.
Responds to and resolves add-on issues by listening and clarifying the customer’s concerns, determining the cause of the problem, providing an explanation of the action taken and provides a resolution to the request. Works to resolve all issues on the insured’s first call, eliminating the need for follow-up calls.
Provides prompt, accurate and courteous customer service via email response for multiple lines of business to Policyowners and Agents. Superior writing, email, chat and social media interaction skills. Treats all inquirers with kindness and professionalism. Warm, Customer-friendly, positive attitude that comes across clearly in writing.
Responds in writing to Insureds and Sales Agents. Resolves add-on issues by reading and clarifying the customer’s concerns determining the cause of the problem and provides a written response with a resolution to the request. Works to resolve all issues on the Customer’s first email, without requiring repeated emails from the customer.
Must meet department standards for attendance and timeliness. Stays available in call queue at all times during shift. Documents all calls and are handled in a clear, compliant manner. Responds to incoming emails within 24-48 business hours. Documents all emails and are handled in a clear, compliant manner. Meets department standards for efficiency and work volumes. Follows Department policies and procedures. Follows correct HIPAA guidelines. Able to work independently with little supervision.
Attempts to conserve business by giving customers coverage options that could be available. Recommends potential products or services to customers after analyzing the customer’s needs.
Strong knowledge of all products serviced, as well as knowledge of medical terminology, underwriting guidelines. Multi-tasking ability required. Excellent written and verbal skills required with heavy emphasis on clear, concise, compliant written communication using proper grammar and spelling without typos. Demonstrated ability to handle difficult, emotional, or angry customers and agents calmly and with courtesy.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.