[Hiring] Broker Agent Service Representative @UnitedHealth Group

Role Description

You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

• 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 providing 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 providing 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 emails handled in a clear, compliant manner. Responds to incoming emails within 24-48 business hours.
• 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.

Qualifications

• 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

Requirements

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

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)
• Hourly pay for this role will range from $18.00 to $32.00 per hour based on full-time employment