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Daybright Financial · 4 days ago

Customer Care Representative

Owings Mills, MD

Full-time

Onsite

Entry Level

$21/hr - $24/hr

1+ years exp

Daybright Financial is one of the largest independently owned insurance brokerage firms in the country, providing a full range of employee benefits and HR consulting services. They are hiring a Customer Care Representative to handle calls from clients, agents, and carriers, resolve issues related to insurance policies, and process new business applications.

Financial ServicesInsuranceRetirement

Responsibilities

Answer phones and emails, responding to basic questions regarding new and existing policies in terms of policy status, type, terms, and coverage. Track calls, documents notes and resolution in the administration system and resolve issues as quickly and accurately as possible. Escalates issues as needed to Customer Care Supervisor

Respond to requests, sending enrollment material packets to Direct Pay accounts/clients. Review submitted applications for completeness and either forward applications to appropriate carriers or enter the enrollment in their carrier portal. Provide client payment information to SF&C Accounting department. Transmit eligibility to carriers, as needed. Periodically review union membership against existing enrollment to ensure continued enrollment eligibility

Review/”scrub” client sheets from agents, typically on Mondays and Tuesdays, noting mistakes or omissions on a correction sheet and return them to the agent for correction. Errors and corrections are checked weekly and reviewed on Carrier Pending reports

Have applications updated and accurately completed and prepared for pickup by late Tuesday. Designated Customer Care Rep will sort the client sheets by group, scan into indexing system, and share the client sheets to Account Administration, as needed

Assist with discrepancy reports, researching and correcting client and carrier data, as needed

Ongoing and as needed, cover for other team members; responsibilities are interchangeable with no specialized duties

Qualification

Insurance industry experienceDocument management softwareExcel proficiencyWord proficiencyProfessional demeanorVerbal communicationWritten communicationTeamwork

Required

High School Diploma or equivalent

At least one year in an office environment, insurance industry helpful

Proficient computer skills using Excel and Word at a basic to intermediate level

Ability to learn document management software, a cloud-based database system

Excellent verbal communication skills using English language

Excellent written skills using English language for writing occasional letters of coverage verification and documenting issues for files and to agents and carriers

Good sense of teamwork

Must convey a professional demeanor to project a positive, helpful, patient, and polite demeanor to our agents, policyholders, carriers, vendors, and co-workers