With minimal supervision in a distributed workforce, provide service to the company's clients and their brokers. This includes a high volume of routine to moderately complex issues and inquiries for small market clients. Provide support on client servicing and operations-related items, including client implementation, renewals, maintenance, analysis, and problem resolution.
Consistently deliver a high level of service to achieve and maintain high client and broker satisfaction levels and support client and member retention
Perform all requirements needed to implement new and renewing clients from start to finish. Determine appropriate group structure, enter data into appropriate systems, install standard rates and products, and issue group welcome notifications and documents within established time frames
Participate in online installation meetings to analyze customer requirements, system capabilities, and provide recommendations for structure and membership to support group’s routine to moderately complex requirements
Analyze customer requirements, provide education on our capabilities, and in collaboration with account team, provide recommendations for structure, membership, and billing to support group requirements within business standards
Review new and renewing group structure, eligibility, and rates to ensure accurate group billing, reporting requirements, and member benefit availability
Research, resolve, and accurately respond to inquiries from clients, brokers, and business partners
Obtain and verify partner (broker) licensing information to ensure commissions records are accurate
Coordinate with business partners to resolve membership/billing issues by conducting audits of company and group files both manually and electronically; recommend resolutions and report results
Identify revenue growth opportunities when communicating with clients and brokers, and forward leads to appropriate sales partners
Identify at-risk client and brokers, based on established triggers, and notify sales partners to help retain business
Manage process for producing documents to compile contracts, including policies, amendments to the contract, 5500 forms etc., edit specifications to ensure legal obligations are met
Comply with data integrity and security policies
Job Specifications
Typically has the following skills or abilities:
Two to four years’ Customer Service or Account Service experience, or equivalent experience demonstrating the ability to build effective relationships and resolve a variety of issues
Excellent communication and interpersonal skills to effectively communicate with internal and external business partners
Critical thinking and analytical, with a solution-oriented approach to work
Must be detail-oriented and accurate
Strong organization and time management skills to prioritize multiple tasks
Proven problem-solving, negotiations, and decision-making skills
Ability to work well and be comfortable with ambiguity and change
Demonstrate proficiency in MS Office applications
Ability to type 35 wpm
Must be available to work within the full range of division hours of operation
For roles that are remote (i.e., Work From Home (WFM)) or hybrid (i.e., partial onsite at a VSP location and WFM), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment
Compensation range for the role is listed below. Applicable salary ranges may differ across markets.Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here
Salary Ranges: $17.85 - $28.88
VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran statusWe maintain a drug-free workplace and perform pre-employment substance abuse testing.
Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.
Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.
We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities.
As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.
At VSP Vision, we activate the full power of care by consciously reinvesting in greater vision, health, and opportunities for all. Our mission is to help people see every possibility—and we do that through our strategic business pillars that work together to connect nearly 90 million patients to network doctors in a variety of settings across the globe. When you become a VSPeep, you join a group of thinkers, doers, adventurers, risk-takers, and boundary pushers who think outside the peripheral to develop products, programs, and services that help create a world where everyone can bring their best vision to life.
The VSP Values are: We care, We trust, We empower diversity, and We are one team. Join the power of our purpose and check out job opportunities with VSP and its strategic businesses, including: VSP Vision Care, Marchon Eyewear, Altair Eyewear, VSP Optics, Eyefinity EHR, VSP Retail, VSP Ventures, and Eyes of Hope (our charitable giving platform).
