Broker Support Representative II (Remote)

Responsibilities

• Act as the dedicated point of contact for assigned broker agencies, providing comprehensive support for all operational, enrollment, and service-related matters.
• Deliver proactive onsite support to broker partners and account administrators to prevent service disruptions and ensure optimal customer experience.
• Facilitate broker and account training sessions and service coordination meetings to ensure partner success.
• Support sales teams as required to address customer issues.
• Resolve complex service issues, member complaints, and escalations by coordinating across internal departments, external vendors and partners.
• Manage formal appeals processes for enrollment and service matters, ensuring timely and compliant responses to brokers, clients, and regulatory agencies.
• Maintain accurate documentation and reporting on broker account activities, service metrics, and issue resolution.
• Serve as subject matter expert on benefits, policies, and operational procedures for assigned broker partners.
• Collaborate with operations to resolve claims and eligibility issues.
• Mentor and train Broker Support Representative I staff members.

Qualifications

• Education Level: High School Diploma or GED.
• Experience: 3 years customer service experience in health insurance field.
• Preferred Qualifications: Demonstrated understanding of health insurance products, benefits administration, and broker relationships; experience supporting health insurance brokers or broker agencies; comprehensive knowledge of health insurance operations and customer service; Active Life & Health Producers License.
• Knowledge, Skills And Abilities (KSAs): Strong relationship management skills with ability to build and maintain strategic broker partnerships; excellent written and verbal communication skills, including professional presentation abilities; superior problem-solving and analytical capabilities with attention to detail; proven ability to manage multiple priorities effectively and respond to time-sensitive situations; skilled in conflict resolution and managing challenging customer situations; proficiency with health insurance systems and Microsoft Office applications; ability to work independently and collaboratively across departments.

Travel

Up to 20% travel to corporate offices or Broker sites.

Pay

Salary Range: $49,320 - $90,420

Benefits

Comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Equal Employment Opportunity

CareFirst is an Equal Opportunity employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Physical Demands

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.