Client Broker Representative
Employment Type: Full-Time
VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we're all focused on a singular mission: to help people see. Learn more by visiting https://vspglobal.com/cms/careers/
With minimal supervision, respond to routine to moderately complex issues and inquiries from VSP publics through sources such as e-mail, telephone, and verbal communication. Perform group data management duties including installation, maintenance, research, and problem resolution. Provide operational support in determining appropriate group structure.
Research, resolve and accurately respond to various inquiries; maintain and organize member/client/business partner correspondence to ensure consistent, accurate and professional responses.
Respond to customer inquiries according to established procedures.
Analyze customer requirements, provide education on VSP’s capabilities, and provide recommendations for structure, membership, and billing to support group requirements.
Review new and renewing group structure, eligibility and rates to ensure accurate group billing and reporting requirements.
Install new group eligibility including personal data (e.g., name, address etc.), rate to generate bills, allowable benefits to determine frequency, and type of available benefit.
Identify sales opportunities when communicating with clients and brokers and forward leads to appropriate sales staff.
Notify appropriate sales staff when you identify at-risk client and brokers, based on established triggers.
Coordinate with business partners to resolve membership/billing issues by conducting audits of VSP and group files both manually and electronically; recommend resolutions and report results.
Assist with group renewal process including preparing accurate information, obtaining approvals, inputting into system, and issuing group notifications and documents within established legal time frames.
Act as point of contact for incoming calls from business partners regarding questions, additional information, and changes.
Represent the department on corporate and divisional projects as needed.
Communicate impacts and work with management to develop solutions.
Assist in training and serve as a resource to new client-broker representatives.
Typically has the following skills or abilities:
Two to four years’ Customer Service or Account Services experience or equivalent experience demonstrating the ability to build effective relationships and resolve a variety of issues
Two years of customer service experience in an office/retail environment
Demonstrated ability to identify and resolve moderately complex problems such as those that require searching outside the unit and partnering with others to find solutions
Proficient ability to use word processing and spreadsheet applications including building files, writing formulas, combining columns, copying, and merging
Strong organizational skills for setting work priorities and managing a high volume of information from multiple sources
Ability to type 35 wpm
Ability to have a solution-oriented approach to work
Demonstrated ability to identify and resolve moderately complex problems
Must be available to work within the full range of division hours of operation
Strong Customer Focus, with multiple customer types
Strong interpersonal skills and ability to be flexible
Ability to maintain strong performance with a high degree of change
Strong communication skills, both written and verbal
Knowledge of CMI's new sales and renewing process
Working Conditions / Physical Demands
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.