SUMMARY DESCRIPTION:

The Broker Support Role will serve an integral role within the overall Growth organization. Reporting to the Manager, Sales & Broker Support, this individual will be responsible for working within a telephonic broker support unit as a representative who receive all sales broker inquiries for support across a wide range of topics, including contracting issues, requests for information, licensing and appointment issues, portal access issues, commission issues, etc. This individual will heavily collaborate across the broker support team and with the Manager, Sales & Broker Support to ensure a cohesive support consisting of shared learnings and trends and operational outcomes are achieved. This individual will need to possess an entrepreneurial mindset to balance operational excellence with the enhancement of a critical function to enable Zing’s aggressive growth strategy.

QUALIFICATIONS AND REQUIREMENTS:

• Experience successfully working in a remote telephonic support environment, with ability to manage to key metrics and SLAs.
• Ability to operate independently, to identify and solve problems with minimal oversight
• Collaborative and solutions-focused, working with multiple different business stakeholders across the organization
• Extremely organized and diligent, with ability to juggle multiple tasks and priorities at once without sacrificing accuracy
• Prior experience within a Medicare Advantage sales and broker support function preferred but not required. Without Medicare experience, transferrable skills desired.
• The ability to navigate multiple platforms, systems, and technologies seamlessly
• Effective written and verbal communication skills are essential
• Strong, informative, and organized documentation skills
• Maintaining focus on the outcome while maintaining composure with difficult customers
• The ability to identify trends and effectively escalate
• The ability to follow and understand commission financial transactions
• The ability to recommend broker support communicative tools based on trend analysis and desired directional improvements
  Requirements:

REQUIRED QUALIFICATIONS

• Bachelor’s Degree preferred, industry experience and skills considered
• 3 years of broker/contracting support experience required
• 3 years of strong interpersonal, and communications skills to remediate and maintain relationships with our valued Broker partners
• Prior Medicare Advantage health plan experience preferred, but not required, transferrable skills considered
• Strong technology skills across standard Microsoft Office Suite including Excel, PowerPoint, and Word
• Salesforce experience is beneficial

• Support day-to-day broker inquiries, via email and telephonically, to support broker satisfaction to help Zing become known as the easiest plan to do business with from a broker perspective.
• Collaborate within the Broker Support team to support the long-term strategy and vision for the broker support function, including the right tools/processes needed, communication trends, specialization and resolution aids, and best practices.
• Partner closely with Zing Partner Sales groups, which drive broker sales to ensure holistic synergies exist between those Growth functions and expectations can be delivered on with Zing’s broker partners.