Customer Service Representative

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Health Special Risk, Inc. (a division of Brown & Brown Insurance) is seeking a Customer Service Representative to join our team in Plano, TX. This position will be responsible for assisting callers with inquiries, complaints, and problems, handling a high volume of inbound calls and creating a positive experience for each caller.

The role will be in the office Monday‑Friday during training. After training, it will become a hybrid role: office Tuesday‑Thursday and work from home Monday and Friday.

• Competitive pay based on experience.
• A challenging and stimulating career that provides growth and development.
• Group medical, dental, vision, life, and disability benefits.
• Paid time off, a 401(k) retirement plan, and an Employee Stock Purchase Plan allowing employees to buy Brown & Brown stock at a discounted rate.
• A chance to work for a smaller business while enjoying the stability and benefits of an S&P 500 company as a member of Brown & Brown, Inc.

• Professionally handles all incoming calls from claimants or medical providers and resolves issues promptly and thoroughly.
• Thoroughly and efficiently gathers customer information, assesses and fulfills customer needs.
• Provides complete and accurate responses to all questions.
• Creates tickets to the Claims Department for further handling of issues identified during the call.
• Ensures all follow‑up calls/actions are completed in a timely manner.
• Documents all calls and any follow‑up actions.
• Balances company policy and customer benefit in decision making and handles issues in the best interest of both parties.
• Strives to meet or exceed call center metrics while providing excellent customer service.
• Learns and understands all types of policies administered by the company.
• Completes all required and assigned internal and external training before due dates.
• Other duties as assigned.

• High school diploma or equivalent with one to three years of experience in a similar position and/or an equivalent combination of education and experience.
• Previous call center experience preferred.
• Proficient with MS Office (Outlook, Word, and Excel).
• In‑depth knowledge of medical insurance policies and schedule of benefits.
• Excellent written and oral communication and interpersonal skills.
• High-level typing skills.
• Ability to remain calm in stressful situations.
• Ability to maintain a high level of confidentiality.
• Familiarity with medical terms and billing preferred.
• Medical insurance background preferred.
• Previous experience using Five9 phone system preferred.

For more information about Health Special Risk, please visit our website at

• Health Benefits:
  
  Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits:
  
  ESPP, 401(k), Student Loan Assistance, Tuition Reimbursement
• Mental Health & Wellness:
  Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits:
  Paid Time Off, Holidays, Preferred Partner Discounts and more.

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.