This position works onsite from AGA's Anaheim office.

At Applied General Agency, an Integrity company in Anaheim, the Broker Relations Representative facilitates professional relationships with insurance agents as the point of contact for operational support through prompt and professional communication in person, over the phone, and via online chat. They address inquiries regarding sales, certifications, compliance, and process-related questions. The Broker Relations Representative helps onboard agents, including learning to use self-service tools for lead, material ordering, and co-op marketing. They also coordinate key business partners and internal departments to problem-solve while documenting all communication and actions.

Position Responsibilities include:

• Providing best-in-class customer service focused on prompt resolution in person, via phone, and online chat.
• Assisting with requests promptly while accurately documenting communications and actions.
• Meeting metrics, including inbound/outbound calls and ticket resolution.
• Communicating effectively with other departments and business partners.
• Learning and staying current on Medicare insurance, compliance requirements, and agent contracting and certification processes.
• Consistently adhere to all HIPAA and PHI guidelines.
• Training and troubleshooting application submissions.
• Researching and addressing commission inquiries.
• Understanding AGA's Leads, Co-Op, and Marketing programs.
• Helping agents navigate various internal systems, including online portals and self-service options.

Qualifications:

• Professional communication skills, written and verbal in English, are required to provide customer service in person, via phone, and online chat.
• Must be a proficient user of Microsoft Office programs.
• Prioritizing multiple tasks and objectives is required.
• Experience maintaining digital records in a paperless environment is highly preferred.
• Experience with data entry, workflow management systems, and web-based contact center applications is a plus.
• Creative problem-solving skills and adaptability to changing business needs are preferred.
• Additional proficiency in Spanish, Chinese, or Vietnamese language preferred.
• Experience in managed health care, Medicare, Life & Annuity, or ACA products preferred.
• Minimal travel may be requested based on business needs.

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• customer service: 1 year (Preferred)
• contact center: 1 year (Preferred)

Ability to Commute:

• Anaheim, CA 92807 (Required)

Work Location: In person