Member Experience Center Member Loyalty Advocate

What You Will Do Here

• Engage with members through inbound and outbound calls, focusing on building strong relationships and enhancing overall member satisfaction.
• Minimize cancellation requests by employing effective negotiation skills that successfully retain members by providing ongoing education regarding our products, services and membership benefits.
• Utilize strong business acumen to identify, promote and secure additional opportunities, products and services that benefit and strengthen member relationships.
• Leverage in-depth knowledge of industry trends and company offerings to make informed decisions that enhance the member experience.
• Investigate and resolve member concerns by identifying root causes, ensuring a high level of member satisfaction and loyalty.

What You Will Need

• A High School Diploma or GED.
• 2+ years experience working in a call-center or customer service environment.
• 1+ years experience in financial services, with a preferred focus on retention, sales, or escalation management.
• Demonstrates clear, persuasive communication to engage and retain members by resolving their concerns and educating them about products and services.
• Advanced problem-solving and conflict resolution skills with the ability to investigate, analyze, and identify root causes of member concerns and escalations.
• Uses this insight to proactively resolve issues and provide tailored, effective member solutions.
• Utilizes effective negotiation skills to develop and retain member relationships.
• Ability to address member concerns with discretion and flexibility, responding quickly and appropriately to varying needs.
• Demonstrates high learning agility and change readiness, easily adapting to new processes and quickly applying new knowledge or products to meet evolving member needs.
• Ability to manage multiple tasks and priorities in a fast-paced, high-volume environment while ensuring quality service.