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Client Broker Representative

Date:  Jun 8, 2021
Req ID:  42429
Remote Position:  Yes
Country:  US
Line of Business:  VSP Vision Care
Division:  Commercial Mkts Inside SBU

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/

General Summary

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. 

Essential Functions

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.

Job Specifications

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

Preferred Skills

Strong customer focus


Strong interpersonal skills


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.


Nearest Major Market: Sacramento

Job Segment: Customer Service Representative, Ophthalmic, Retail Sales, Outside Sales, Substance Abuse, Customer Service, Healthcare, Retail, Sales

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