What are the responsibilities and job description for the Broker Service Representative II- Onsite Lubbock, Texas position at WARNER PACIFIC INSURANCE?
Job Description
Job Description
Location : Onsite at Gallagher Office, Lubbock, Texas
Overview :
The Client Manager is responsible for supporting client relationships, assisting with open enrollment and benefits engagement, and collaborating on event planning. This role requires strong communication skills, industry experience, and familiarity with insurance policies, provider contracts, and claims. The ideal candidate will be proactive in responding to client and coworker inquiries while maintaining organized documentation and operational efficiency.
Responsibilities :
Client & Customer Support :
Respond to coworker and customer questions in a clear and effective manner via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
Analyze simple, complex and / or difficult problems and provide information / solutions. May require minimal research.
Interpret and explain policies, benefits, guidelines, etc. to customers. May require minimal research or guidance from co-workers, specialists, managers and / or service providers.
Operate internal and external computerized systems to obtain and extract information, documents, activities and changes for tracking, information gathering and troubleshooting.
Thoroughly document inquiry outcomes for accurate tracking and analysis.
Receive and place follow-up telephone calls / e-mails to answer customer questions that are routine in nature within 4 hours at a maximum.
Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
Research and analyze data to address operational challenges and customer service issues.
Provide external and internal customers with the requested information.
Serve as a liaison between the customer and service providers.
Requires moderate knowledge of company services, products, insurance benefits, provider contracts and claims.
Identify, understand and respond to the needs and expectations of coworkers and customers.
Provide back up in other areas within the department / company as needed / requested.
Make note of potential workflow or process enhancements and communicate to supervisor for consideration
Participate in and complete other department projects assigned in an efficient, cooperative and timely fashion
Respond promptly to all internal and external communications, such as client or management e-mails and phone messages, ideally within no more than 4 hours of receipt
Assist with gathering constructive criticism / feedback on internal and external systems and assist with the development of new projects and workflows to enhance the customer experience and overall efficiencies of the department
Other activities as assigned.
Operational & Administrative Support :
Operate internal and external computerized systems to obtain and extract relevant information, documents, and activities for tracking and troubleshooting.
Thoroughly document inquiry outcomes for accurate tracking and analysis.
Research and analyze data to address operational challenges and customer service issues.
Identify, understand, and respond to the needs and expectations of both coworkers and customers.
Engagement & Event Collaboration :
Assist with open enrollment and 1 / 1 enrollment engagements, including the preparation of standard PPTs, benefit guides, and materials.
Develop and maintain positive client relationships through strategic support and in-person engagement.
Collaborate with internal teams on event planning, marketing support, and lead generation efforts.
Attend client meetings and networking events to enhance service delivery and business growth.
Qualifications :
Experience in the insurance industry required , with knowledge of the West Texas market preferred.
Strong understanding of company services, insurance benefits, provider contracts, and claims.
Excellent written and verbal communication skills.
Ability to analyze and resolve issues, provide solutions, and document outcomes effectively.
High level of organization, attention to detail, and ability to prioritize tasks.
Proficiency in Microsoft Office Suite and CRM systems.
Bachelor’s degree or equivalent experience preferred.
Additional Requirements :
Ability to attend industry events and client meetings as needed.
Flexibility to work additional hours during peak seasons (e.g., open enrollment).
Comfortable sitting for extended periods and handling standard office tasks.
Hourly Range : $24.34-$32.45 per hour
Actual compensation may vary from posting based on work experience, education, and / or skill level.
The hourly or salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
We offer a range of market-competitive benefits that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short- and long-term disability benefits, 401(k) match, and life insurance.
As an organization that values diversity of backgrounds, experiences, thoughts, and education levels, we know that an amazing candidate may not have all the qualifications that are listed above. Warner does not want to miss out on excellent candidates. If you believe you would be able to leverage your skills and strengths to meet our "Duties & Responsibilities" section, please apply! We look forward to hearing from you!
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