Member Services Representative

Responsibilities

• Resolve member inquiries end-to-end: Handle inbound calls from members and clients across a variety of requests — from benefit questions to technical issues — owning each case through to a complete and accurate resolution.
• Troubleshoot platform and product issues: Diagnose and resolve website and product-related technical problems in real time, escalating to the appropriate team when issues require deeper investigation.
• Research using internal systems: Navigate multiple databases simultaneously to look up member information, investigate issues, and deliver accurate, timely answers.
• Represent client program designs: Answer questions about client-specific benefit structures and Personify Health's role in supporting members' overall wellbeing, with accurate and confident knowledge of each program.
• Maintain performance and quality standards: Consistently meet established metrics for call quality, resolution accuracy, and response time in a structured, high-volume environment.
• Stay current on products and systems: Continuously build and maintain working knowledge of new and existing products, services, and tools so members always get the right information.

Qualifications

• High school diploma or equivalent required; some post-secondary education preferred
• Minimum 1 year of customer service experience in a call center environment
• Proficiency with personal computers and internet navigation
• Typing speed of 30 WPM minimum with accuracy
• Familiarity with cloud-based contact center software a plus
• Ability to navigate and learn new software systems quickly