Broker Relations Representative I at Applied General Agency

About Applied General Agency

At Applied General Agency, an Integrity company, the Broker Relations Representative facilitates professional relationships with insurance agents and agency partners as the point of contact for operational support through prompt and professional electronic communication, in person, over the phone, and via online chat. They address and resolve inquiries including but not limited to commission payments, contracting, and compliance. The Broker Relations Representative's responsibilities require the use of Salesforce to track interactions, navigation of internal systems to perform meticulous research, and the processing of agent releases and transfers.

Job Summary

A Broker Relations Representative I creates and maintains professional relationships with new and existing agents through strong interpersonal skills. Serves as the initial point of contact for issue resolution, operational support and expertise through prompt and professional telephone and electronic communication. Takes ownership and action to handle general sales, compliance, and application submission related inquiries. Provides agents assistance with on-boarding, certifications, and systems training including the use of available self-service tools for lead ordering, co-op marketing, and material orders. Coordinates resolutions with key business partners and internal departments, and documents all communication and steps taken in a timely manner.

Primary Responsibilities:

• Best-in-class customer service focused on finding a first call resolution.

• Documenting and assisting with requests in an accurate and timely manner.

• Meeting all inbound and outbound calling and ticket resolution metrics.

• Appropriate communication with other departments and business partners to ensure optimal resolution timeframes.

• Medicare sales and compliance knowledge.

• Strict adherence to all HIPAA and PHI guidelines.

• Training and troubleshooting application submission programs.

• Familiarity with agent contracting and certification process.

• Commission inquiry research.

• Understanding of leads, co-op, and marketing programs.

• Walking agents through the use of various internal systems including their online portal and utilization of self-service options.

Primary Skills and Requirements:

• Strong telephonic and electronic communication skills and etiquette.

• Computer literate and proficient in Microsoft Suite, Google Suite and Outlook.

• Experience utilizing data entry and work-flow management systems as well as internet-based call center applications.

• Comfortability in a paper-less, electronic document-based environment.

• Advanced problem-solving skills, adaptability to changing business environments, and the ability to appropriately prioritize daily tasks and objectives.

Preferred Experience and Requirements:

• At least one year of experience in telephonic customer service.
• Experience in managed care, healthcare or Medicare preferred.
• Strong written and verbal skills in English and either Mandarin or Cantonese preferred.
• Minimal travel required.

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind. 

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.