Broker Support Representative II - Medicare (Remote)

NAACPJobFinder; Baltimore (MD); Remote; USD 49,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits package

401k contribution programs

Job summary

CareFirst BlueCross BlueShield is seeking a Broker Support Representative II to provide advanced operational support for Medicare brokers and agencies, remotely across the U.S. You’ll handle onboarding, licensing, enrollment, commissions, and BOR requests while coordinating with internal teams for issue resolution and compliance.

You will support renewals, sales materials, and broker enablement, while tracking performance metrics and ensuring data integrity in CRM systems.

Qualifications

• 3 years customer service experience in health insurance.
• Medicare experience preferred.
• Active Life & Health Producers Licenses preferred.
• Must be able to manage multiple priorities and respond to unplanned events.

Responsibilities

• Provide advanced customer-facing support to brokers, agencies, and account administrators.
• Assist with onboarding, contracting, licensing, enrollment, applications, commissions, BOR requests, and compliance requirements.
• Coordinate with internal teams, vendors, and tele-sales partners to resolve service and operational issues.
• Support broker retention, renewals, and broker sales enablement.
• Monitor KPIs, SLAs, turnaround times, and service trends; document CRM cases and drive process improvements.

Skills

Customer service

Communication skills

Interpersonal skills

Analytical skills

Problem solving

Education

High School Diploma or GED

Job description

# Broker Support Representative II - Medicare (Remote)CareFirst BlueCross BlueShieldBaltimore, MDNov 14, 2026Other## Job Description**Resp & Qualifications****PURPOSE:**Provide advanced operational support to Medicare brokers and agencies across the broker lifecycle, serving as an escalation resource for complex enrollment, commission, contracting, technology and servicing issues while supporting broker productivity, retention, compliance and operational performance.**ESSENTIAL FUNCTIONS**:* Provides advanced customer-facing support to brokers, agencies, and account administrators, proactively addressing service needs and resolving complex issues. Supports broker onboarding, contracting, licensing, enrollment, applications, commissions, Broker of Record (BOR) requests, and compliance requirements. Coordinates with internal departments and vendors to resolve service, system, benefit administration, and operational issues and supports broker retention and relationship management.* Supports Sales with renewals, benefit and application research, enrollment activities, sales materials, and broker sales enablement. Researches and resolves complex enrollment, application, commission, and broker account issues, including commission reconciliation and escalations. Coordinates with internal teams, vendors, and telesales partners and provides AEP readiness and peak-season operational support, including call center assistance as needed.* Provides guidance and support in resolving complex or escalated broker and agency issues, including investigation, root-cause analysis, resolution, and follow-up. Maintains accurate CRM case documentation and data integrity and identifies trends and opportunities for process improvement. Provides training and guidance to Broker Support I associates, supports the manager with escalated issues, and assists with special projects and operational priorities.* Serves as an operational liaison for brokers and agencies, coordinating with internal departments and vendors to resolve open issues and support ongoing relationships. Monitors KPIs, SLAs, turnaround times, and service trends to identify concerns and support timely resolution. Maintains operational reports and data, identifies recurring issues and trends, and supports continuous process improvement.* Keeps Operations, Sales, Service, Claims, Enrollment, and other stakeholders informed of service issues, benefit changes, compliance requirements, regulatory matters, and operational updates affecting brokers and agencies. Coordinates broker and account communications, maintains required documentation and records, and supports responses to clients, leadership, and regulators. Ensures appropriate follow-up and cross-departmental coordination through resolution.**QUALIFICATIONS:****Education Level**: High School Diploma or GED.**Experience:** 3 years customer service experience in health insurance field.**Preferred Qualifications:*** Medicare experience.* Broad knowledge of CareFirst organization and operations.* Active Life & Health Producers Licenses.**Knowledge, Skills and Abilities (KSAs):*** Must be able to evaluate demands on a timely basis, establish and manage multiple priorities, and respond appropriately to unplanned events/projects.* Excellent written and verbal communication, interpersonal, analytical, and problem-solving skills.* Must have the ability to negotiate and manage customer relationships and expectations.**Salary Range:** $49,320 - $90,420**Salary Range Disclaimer**The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).**Department**Medicare Sales**Equal Employment Opportunity**CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.**Federal Disc/Physical Demand**Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.**PHYSICAL DEMANDS:**The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.**Sponsorship in US**Must be eligible to work in the U.S. without Sponsorship#LI-KL1### About CareFirst BlueCross BlueShieldNamed by the Ethisphere Institute as one of the “World’s Most Ethical Companies” for 10 consecutive years.CareFirst. It’s not just our name. It’s our promise. Over 3.5 million people trust us with their healthcare needs, and we take this responsibility seriously.Our vision for healthcare is clear. Quality care should be easy to afford, easy to use and available to everyone. And what we’re building for you is exactly what we expect for ourselves and those we love.Every day, we make a meaningful difference in the communities where we live and work. We solve real problems for the people we serve with equal parts empathy and urgency—simplifying the complex, delivering tailored solutions and stepping forward with new ideas.RECRUITMENT FRAUD NOTICE: CareFirst is aware of an increase in fraudulent job offers being made on behalf of our recruitment team. Legitimate CareFirst recruiters will always contact you from an email address ending in “@carefirst.com” and will never ask for a payment in exchange for a job opportunity or ask you to submit sensitive personal information via email, phone, or text.COVID-19 VACCINATION NOTICE: As a leading healthcare organization, it is our responsibility to do our part to help end this pandemic and protect the health and well-being of our members, workforce, communities, businesses and partners. Our recruiters continue to fill open positions. Interviews and other processes are being modified to protect the safety of our candidates and team members. Effective November 1, 2021, COVID-19 full vaccination is required for all employees, including those who work remotely today or in the future. CareFirst will comply with all state and local laws regarding vaccine mandates. Medical and religious exemptions will be made where appropriate using our standard vaccine exemption processes.