• Establish an in-depth understanding of our products and processes and how agents/brokers interact with these products and processes • SLA metrics for Broker Retention and cross sell additional lines of coverage • Maintain increasing knowledge of insurance industry markets, products, and legal environments to provide a value-added service to agents/brokers • Creating and maintaining spreadsheets for large group sales proposals • Work in tandem with Sales Executives to effectively service agents/brokers and to encourage them to maintain and grow their clients’ business including renewals by: • Conducting regular follow-up calls to agents/brokers as well as large group employers, both in office and on-site to maintain current accounts and market our services • Providing information on carrier administrative procedures and product availability, and direction in selecting appropriate group products • Pre-screening individuals and groups for medical conditions to determine suitable products and risk adjustment factors on premium rates • Assisting agents/brokers in presenting our products to clients by attending client/broker meetings and enrollment meetings as needed • Adhere to BenefitMall confidentiality standards of information • Resolve conflicts, solve problems, and provide feedback to management

• Respond promptly to customer inquiries and complaints, delivering appropriate solutions and ensuring follow-up and resolution within agreed timeframes. • Build lasting relationships with customers through open, engaging, and proactive communication. • Maintain detailed records of customer interactions, including issue tracking, account updates, and documentation. • Coordinate the shipment of materials and equipment to clients. • Generate and prepare professional documents, reports, and correspondence as needed. • Answer and direct customers from the general inquiry line to appropriate team members. • Collaborate with internal departments to ensure customer needs are met and expectations exceeded. • Use appropriate tools and systems (e.g., CRM platforms) to access and provide accurate product and service information.

• Support customers via phone, email, and chat • Solve inquiries and manage requests efficiently • Deliver excellent customer experience in a fully remote environment • Maintain high customer satisfaction and positive brand representation

Dane Street is looking for highly motivated candidates to join our team as a Customer Service Representative. Dane Street offers an exciting work environment, competitive compensation, and strong growth potential. A Customer Service Representative is in the center of our critical relationships with our clients, our technical team, and our operations teams. As a member of our team, you will be responsible for the scheduling and selection of reviewers for referrals received within the Dane Street Network. Description of Key Tasks and Responsibilities: - Handling Receipt of New Cases: - Intake new cases and review/verify information and requests. Draft cases by entering information into the Dane Street system, AccessDS. - Work with client on any information missing pertinent to processing claim. - Sort, organize and create medical document listing - if required by client, and in line with specific special handling. - Oversight of Cases: - Monitor, process and track cases to ensure we meet deadlines. - Assignment of Cases: - Assign/schedule new cases to physicians for review with the appropriate physician, based on location, reviewer availability, specific guidelines, jurisdictional requirements and other client requirements. - Ensure that the assigned physician has no conflict of interest with the case assignments - Client Interaction: - Update clients frequently on cases in progress. - May communicate when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer. - Ensure proper documentation for specified cases is provided to the client. Special Skills and Attributes Required: This position involves a substantial amount of communication with clients and physicians/physicians office via phone and email, and constant computer work. Therefore, candidates MUST possess the following skills/experience: - A minimum of 1 year of experience working in an administrative or clerical role in a business office environment is required. - Experience working in a healthcare (medical office, insurance claims, etc.) environment preferred. - Excellent computer skills (Apple Operating System, Google Chrome search engine, Gmail are preferred). - Stellar written and verbal communication skills, including a high comfort level in speaking with the referring client, claimants, and/or physician. - Ability to maintain focus and attention to detail in a fast-paced environment. - Ability to manage multiple tasks and quickly changing priorities. - Excellent organizational skills. Required Education and Experience: - An Associate’s Degree is preferred. WORK FROM HOME TECHNICAL REQUIREMENTS: Supply and support their own internet services. Maintaining an uninterrupted internet connection is a requirement of all work-from-home positions. PLEASE BE AWARE: In the interest of the security of both parties, please be aware that Dane Street will never conduct an interview via text or request checks from candidates for purchasing equipment. Beginning compensation will depend on several factors including the candidate's experience, education, and specific skills. In addition to the base salary, we offer a comprehensive benefits package including health insurance, retirement plans, and performance bonuses. Our Commitment: We are committed to providing fair and competitive compensation that reflects each employee's contributions and performance. We value diversity and strive to create an inclusive environment for all employees. Compensation Range: $15.00 - $19.00/hr USD