Broker Relations Representative

Integrity•Orange, CA

1d•Remote

About The Position

The Broker Relations Representative I creates and maintains professional relationships with new and existing agents through strong interpersonal skills. The role is an initial point of contact for issue resolution, operational support, and expertise, provided through prompt and professional telephone and electronic communication. The representative takes ownership of general sales, compliance, and application-submission inquiries; assists agents with onboarding, certifications, and systems training; and helps agents use self-service tools for lead ordering, co-op marketing, and material orders. The role coordinates resolutions with business partners and internal departments and documents communications and actions in a timely manner. The position is remote and full-time, with an hourly schedule. It requires minimal travel. Integrity describes a competitive compensation package that includes benefits, but does not specify individual benefits in the posting.

Requirements

Strong telephone and electronic communication skills and etiquette.
Computer literacy and proficiency in Microsoft Suite, Google Suite, and Outlook.
Experience using data-entry and workflow-management systems, as well as internet-based call-center applications.
Comfort working in a paperless, electronic document-based environment.
Advanced problem-solving skills, adaptability to changing business environments, and ability to prioritize daily tasks and objectives appropriately.
Proficient knowledge of English.
At least one year of experience in telephonic customer service is listed as preferred experience.

Nice To Haves

Experience in managed care, healthcare, or Medicare.
At least one year of experience in telephonic customer service.

Responsibilities

Provide customer service focused on achieving first-call resolution.
Document and assist with requests accurately and in a timely manner.
Meet inbound and outbound calling and ticket-resolution metrics.
Communicate with other departments and business partners to support timely resolutions.
Apply Medicare sales and compliance knowledge.
Adhere strictly to HIPAA and PHI guidelines.
Train agents on and troubleshoot application-submission programs.
Assist agents with onboarding, certifications, and systems training.
Research commission inquiries.
Explain leads, co-op, and marketing programs.
Guide agents through internal systems, including their online portal, and help them use self-service options.
Handle general sales, compliance, and application-submission inquiries.
Coordinate issue resolutions with key business partners and internal departments, and document communications and steps taken.