Customer Service Representative II (4432)

About the role

Assist the Team Lead & Supervisor with various projects and duties as follows:

• Setting up and maintaining all broker records for W&B Companies
• Handle incoming queue calls from customers
• Broker licensing – Review, Pending, and Processing
• Quality control of broker profiles at group inception
• Banking website research, check voiding, and re-issue requests
• Set up and maintenance of all direct deposit information
• Submitting check requests to A/P for reissue of payments via SharePoint site
• Processing Broker of Record changes
• Reviewing and processing incoming Broker Levies
• Monitor Negative Broker Commissions & Open credit balances.
• Monthly reporting, held commissions, expired licenses, missing information, and 542 processing
• Month-end Choice Builder commission processing
• Process vendor adds and changes for all W&B companies
• Monitor department email box and SharePoint site daily
• Processing returned mail for all W&B Companies
• Document Scanning
• Escheatment for all W&B Companies
• Commission research based on broker requests
• Special projects as assigned.
• On-site or remote regular attendance and punctuality are essential functions of the job.
• Perform other business tasks or functions as assigned.

Requirements

• Outstanding focus and customer service skills
• Maintain HIPAA Compliance
• Excellent Phone mannerisms
• Ability to multitask; switching from one database to another, answering phones, while inputting sensitive information
• Must be an innovative self-starter who is detail-oriented with excellent analytical skills.
• Strong oral and written communication skills
• High-volume computerized systems experience is preferred.
• Must have basic PC skills, including Excel and Word.
• 2+ years in Customer Service/Call Center related field
• Adhere to all PHI (Protected Health Information) and HIPAA (Health Insurance Portability and Accountability Act) guidelines.
• High School Diploma or equivalent required.
• Associate’s degree
• Must be able to sit for extended periods of time and occasionally stand and walk.
• Must have adequate hearing for phone work.
• Vision requirements include close vision and the ability to adjust focus.
• Must be able to communicate effectively in English.
• Must be able to use a keyboard and other office equipment.
• Ability to lift up to 25 pounds occasionally.