Broker Agent Service Representative

Our Company

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together. 

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

Primary Responsibilities:  

• 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 provides 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 provides 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 are handled in a clear, compliant manner. Responds to incoming emails within 24-48 business hours. Documents all emails and are handled in a clear, compliant manner. 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. 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required 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 

Preferred Qualifications:  

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

Soft Skills:  

• Ability to multitask 
• Excellent written and verbal skills 
• Demonstrated ability to handle difficult, emotional, or angry customers and agents calmly and with courtesy 
• Quick learner 
• Great communication skills 

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $18.00 to $32.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable. 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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