Customer Service Representative II (4432)

The Word & Brown Companies; Orange (CA); Hybrid; USD 45,000 - 60,000; Full time

Job summary

The Word & Brown Companies is seeking an organized and detail-oriented support specialist to assist the Team Lead with broker record maintenance, licensing tasks, and customer-facing duties. You will handle incoming calls, maintain data across multiple databases, and ensure HIPAA compliance while delivering accurate processing and timely updates.

Ideal candidates have strong communication skills, proficiency in Excel/Word, and at least two years in a call-center or customer-service role.

Qualifications

• 2+ years in Customer Service/Call Center related field.
• Must adhere to HIPAA guidelines.
• Excellent oral and written communication skills.

Responsibilities

• Assist Team Lead & Supervisor with projects and duties.
• Handle incoming queue calls from customers.
• Process broker records and Licensing tasks.
• Perform data entry and maintain accurate records.
• Conduct monthly reporting and account maintenance tasks.
• Support on-site or remote work as needed.

Skills

Customer service

HIPAA compliance

Phone etiquette

Multitasking

Data entry

Excel

Word

Education

High school diploma

Associate’s degree

Tools

Excel

Word

Job description

Purpose Of Position

Assist the Team Lead & Supervisor with various projects and duties as follows:

• Setting up and maintaining all broker records for W&B Companies
• Handle incoming queue calls from customers
• Broker licensing – Review, Pending, and Processing
• Quality control of broker profiles at group inception
• Banking website research, check voiding, and re-issue requests
• Set up and maintenance of all direct deposit information
• Submitting check requests to A/P for reissue of payments via SharePoint site
• Processing Broker of Record changes
• Reviewing and processing incoming Broker Levies
• Monitor Negative Broker Commissions & Open credit balances.
• Monthly reporting, held commissions, expired licenses, missing information, and 542 processing
• Month-end Choice Builder commission processing
• Process vendor adds and changes for all W&B companies
• Monitor department email box and SharePoint site daily
• Processing returned mail for all W&B Companies
• Document Scanning
• Escheatment for all W&B Companies
• Commission research based on broker requests
• Special projects as assigned.
• On-site or remote regular attendance and punctuality are essential functions of the job.
• Perform other business tasks or functions as assigned.

Qualifications

Knowledge, Skills & Abilities Required

• Outstanding focus and customer service skills
• Maintain HIPAA Compliance
• Excellent Phone mannerisms
• Ability to multitask; switching from one database to another, answering phones, while inputting sensitive information
• Must be an innovative self-starter who is detail-oriented with excellent analytical skills.
• Strong oral and written communication skills
• High-volume computerized systems experience is preferred. Must have basic PC skills, including Excel and Word.
• 2+ years in Customer Service/Call Center related field
• Adhere to all PHI (Protected Health Information) and HIPAA (Health Insurance Portability and Accountability Act) guidelines.

Educational Requirements

• High School Diploma or equivalent required.
• Associate’s degree

Physical Requirements

Must be able to sit for extended periods of time and occasionally stand and walk. Must have adequate hearing for phone work. Vision requirements include close vision and the ability to adjust focus. Must be able to communicate effectively in English. Must be able to use a keyboard and other office equipment. Ability to lift up to 25 pounds occasionally.