Member Care Representative

About the role

The Service Experience Representative serves as the first point of contact for Members and Providers seeking support across a range of topics, including billing, Membership, Sharing Eligibility, and general inquiries. This role is responsible for delivering compassionate, accurate, and timely support throughout multiple channels, and plays a key role in advancing our mission to provide excellent service experiences.

Responsibilities

• Uphold and integrate Melita Sharing Ministry's (MSM) Catholic and Christian identity and foster the teachings of the Church in all aspects of your job responsibilities.
• Comply with company guidelines, particularly those related to quality of service.
• Communicate effectively with Members and Providers via multiple channels in a professional manner, ensuring they feel heard, supported, and respected.
• Resolve standard issues related to Medical Needs, Membership, and Account Updates.
• Ability to understand MSM mission and vision.
• Ability to provide product and service information to existing members as it pertains to our sharing guidelines.
• Maintain an accurate Member account by documenting interactions with details of inquiry, concern, and resolution in internal systems.
• Participate in training and contribute to a unified team environment.
• Identifies opportunities to update or improve Service Experience policy/procedure and make recommendations to the appropriate staff.
• Performs other related duties as assigned.

Qualifications

• Excellent verbal and written communication skills.
• Excellent active listening skills.
• Knowledge of customer service principles.
• Organized with attention to detail.
• Ability to resolve Member complaints and concerns while maintaining a professional and calm demeanor.
• Must be able to provide proof of eligibility to legally work in the United States.
• Proficient in managing multiple systems and prioritizing effectively.

Education and Experience

• High school diploma or equivalent.
• At least one year of customer service experience required.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.

Working Environment

• Professional office setting