Member Services Associate

Essential Job Duties & Responsibilities

• Customer Service (Inforce Services 40%, Claims 30%, New Business 10%)
  • Answer incoming phone calls in a polite and professional manner while resolving member/agent questions
  • Explain policy contract provisions, eligibility provisions, billing and policy coverage
  • Passionately advocate for our members by displaying excellence in customer service
• Administrative (Inforce Services 25%, Claims 35%, New Business 55%)
  • Accurate data entry of information into the policy administration system
  • Accurate handling of incoming and outgoing payments for new business, policy administration or claims
  • Support the team through cross-training on numerous policy administration tasks
  • Work within the current policy administrative system as well as supporting software programs
  • Able to multi-task between administrative duties and member/agent questions over the phones
  • Manage incoming work through imaging system in primarily paperless work environment
• Communication (25%)
  • Ability to write effective communications in the form of letters and emails
  • Professional reply to communication via phone, e-mail, and mail
• Team Work (5%)
  • Contribute to team efforts by accomplishing tasks within agreed upon service level agreements
• Other (5%)
  • Regular and reliable attendance is essential
  • Other duties as assigned

Education & Experience

• High School Diploma
• 2-3 years of equivalent work experience

Knowledge, Skills & Abilities

• Preferred candidate will have proven experience in an administrative role
• Full comprehension of office management systems and procedures
• Excellent knowledge of MS Office
• Proficiency in English
• Exemplary customer service skills written and verbal
• Ability to multitask and prioritize daily workload
• High level verbal and written communications skills
• Discretion and confidentiality
• Ability to make moderate level decisions based on training and experience
• Ability to work independently

Qualifications

This position requires minimal to no travel. On occasion, may be asked to attend seminars or conferences.