Customer Service Representative II (2914)

Purpose of Position:

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.

Knowledge, Skills & Abilities Required:

• 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.

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Educational Requirements:

• High School Diploma or equivalent required.
Associate’s degree

Physical Requirements:

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.