Agent Support Broker Clerical II

Job Summary

Under moderate supervision, the Business Solutions Agent Support Broker Clerical II is responsible for processing various applications, direct deposit setup, the issuance of revenue reports to our clients, commission adjustments, and other administrative tasks that support the overall success of our employee benefits division.

Responsibilities

• Communicate effectively, collaborate with internal and external contacts, meet deadlines, organize and manage time, and maintain autonomy while working on projects and duties.
• Customer Support:
  • Review and compare General Agent/Broker Agreement setup for processing.
  • Receive inbound calls/emails and complete outbound calls/emails from associates, general agents and brokers providing information as requested.
  • Prepare and issue Commission Revenue Reports for brokers as needed.
  • Execute Acquisition Requests received from Broker Relationship Managers/Directors.
  • Issue Broker Leads to existing associates to facilitate the enrollment of new brokers.
  • Research and perform Commission Adjustments and Rebuilds as requested.
• Mentoring:
  • Train new hires in how to utilize tools effectively both on the phones and on the floor.
  • Support and coach Business Solutions Client Satisfaction and Agent Support – Broker Clerical I on the floor.
  • Provide support to the team in the absence of a team member.
• Report of production numbers and attend weekly mentor meetings.
• Assist with escalated calls/emails, conduct account research and follow-up, and support special projects.

Education, Knowledge, and Experience

• High school diploma or GED or equivalent.
• Preferred Exceeded performance expectation as Client Satisfaction and Agent Support – Broker Clerical I OR 3+ years of experience performing clerical work.
• Knowledgeable in Word and PowerPoint.
• Proficient in Excel.
• Good typing and 10-key skills.

Skills

• Excellent written and verbal communication.
• Excellent listening, negotiation, and presentation abilities.
• Adaptable and organized with ability to build rapport with customers.
• Able to handle multiple deadlines, provide a detailed-oriented, and analytical approach to daily duties and relationship building with a high degree of confidentiality.
• An ability to handle multiple deadlines, while working independently and maintaining a high degree of attention to detail, organization, accuracy, and sense of urgency.
• An individual with a positive professional attitude who can work as a part of a team or individually.
• Critical thinking and problem-solving skills.
• Proactive approach with a passion for service and an ability to thrive in a results-driven environment.
• Able to work under pressure and quickly adapt to change.

Physical Requirements/Work Environment

• The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The duties of this position are performed in a professional office environment.
• Employee routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
• While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms.
• The employee is frequently required to sit, stand, talk and hear.
• Employee can work at the computer or other sedentary tasks for extended periods.
• Employee can conduct duties discreetly and impartially.
• Employee has regular and predictable attendance and punctuality with the ability to work on critical business days as deemed necessary, including some evenings and weekends to ensure all business is processed.
• Travel is not required for this position.