Broker & Small Group Representative

COMPANY INFORMATION

Delta Dental of Minnesota is proud to be the largest regional provider of dental benefits, serving over 7,000 Minnesota and North Dakota-based purchasing groups and 4.5 million members nationwide. We aim to provide a work environment that engages each individual while encouraging growth and professional development. We are proud to be named a Top Workplace employer for several years and take pride in our team members for building this reputation.

GENERAL SUMMARY

The Broker & Small Group Representative is responsible for implementing new small group business, the retention of existing business and providing ongoing service and support through direct interactions with brokers and small group administrators across Minnesota, North Dakota, and Nebraska. The role involves promoting a clear understanding of Delta Dental's value proposition, small group products, the cross-sale of DeltaVision, our digital tools, and consistently delivering our best-in-class service and support.

This position will be with Stratacor, an affiliate of Delta Dental of Minnesota.

ESSENTIAL FUNCTIONS

Small Group Sales and Service and Support

• Manage outbound and inbound phone and email queues during scheduled business hours, providing service and support to our brokers and small group administrators.
• Responsibilities included:
• Timely and accurate new group implementation
• Servicing existing business accounts
• Updating and maintaining profile data
• Performing renewal outreach to brokers
• Vision Cross Sales to existing groups

Sales and Retention

• Drive sales, enrollment, and retention through outbound and inbound interactions with brokers, and small groups
• Perform proactive broker renewal and outreach to ensure continuous engagement and retention
• Promote vision cross-sales opportunities alongside dental offerings
• Encourage and educate brokers to utilize the Delta Dental Broker Rate Calculator (BRC) to generate their own quotes
• Communicate with brokers and small groups regarding plan changes and proposed rates to retain business

Customer Service Excellence

• Provide accurate and timely implementations to meet client expectations
• Achieve first call resolution by effectively addressing client inquiries and issues
• Manage the team email inbox, responding promptly to client and broker needs
• Maintain availability in the call queue during business hours to handle incoming calls
• Establish and maintain relationships with brokers and group administrators

Collaboration and Communication

• Collaborate with internal teams to ensure accurate processing of implementation, renewals and management of small group accounts
• Proactively communicate with brokers and clients to build and maintain strong relationships
• Facilitate the cancellation process by contacting brokers or groups to understand reasons for cancellation, obtain competitor information, and update the marketing database (Salesforce) to analyze business trends

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member. Duties, responsibilities, and activities may change or be assigned at any time without notice.

KNOWLEDGE, SKILLS AND ABILITIES

Required:

• Represent Delta Dental and its small group products with professionalism, energy, ethics and quality
• Demonstrate consultative skills with strong customer service orientation
• Strong organizational skills and ability to multi-task, with an attention to detail
• Ability to actively listen and understand information to answer questions and recommend the appropriate product
• Strong analytical and problem solving skills
• Results driven and independent self-starter
• Ability to work in a team environment
• The ability to effectively plan, organize and manage time
• Ability to make logical decision's independently
• Ability to prioritize tasks and follow-through on commitments in timely fashion
• Basic math skills required to generate quotes using the Broker Rate Calculator
• Adherence to scheduled start, break, lunch and stop times
• Maintain acceptable levels of performance with regard to productivity, quality, reliability and other performance metrics as established by Delta Dental
• Proficient in Microsoft Office programs (e.g., Word, Excel, PowerPoint)

EDUCATION AND EXPERIENCE

Required:

• Bachelor's degree and/or equivalent work experience
• Minimum of three (3) years of healthcare and/or insurance industry experience
• A Minnesota Health and Life Insurance license; or willing to obtain within first 90 days

Preferred:

• Inbound/outbound contact center experience
• Salesforce or other CRM software experience

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Travel Requirements: 20% within greater Twin Cities metro area
• Weight Lifting Requirements: 25 lbs.
• Sedentary Work: Prolonged periods of time sitting at a workstation while answering telephone calls and navigating a computer
• Work Location: Onsite, hybrid, and remote work options may be considered

RELATIONSHIPS

• Reports to: Associate Vice President of Sales
• Directly Manages: NA
• Internal Relationships: Sales, Underwriting, Account Management, Finance, Operations, and Network Management
• External Relationships: Agents, brokers and small group customers

BENEFITS AND COMPENSATION

Benefits for this position include medical, dental, vision, and life insurance; disability coverage; flexible spending plans; a 401(k) plan; Paid Time Off (PTO); and Holidays and days of remembrance. Visit http://www.deltadentalmn.org/employee-benefit-packages for more information.

The starting salary range for this position is $23.00 to $29.00 per hour. Salary offers will typically be made in the listed range. The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value, including merit process and internal pay alignment when determining the salary of potential new team members. In compliance with state and federal regulations, a potential new team member's salary history will not be used in compensation decisions.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or, in any other manner, discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of another employee or applicants to an individual who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. CFR 60-1/35(c)