Member Services Representative I - Sedalia, Woodland Park, or Pine Junction

About the role

Responsible to the Member Services Supervisor for performing duties related to phone and electronic interactions with CORE members that include opening and handling member accounts, educating members on available programs, and addressing member complaints, inquiries, and requests.

Responsibilities

• Receives and resolves omni-channel member contacts, including phone and electronic inquiries, while maintaining consistent queue availability.
• Completes account creation at existing locations, account updates, payment options, program enrollments, inquiries, and information requests accurately and efficiently in accordance with departmental procedures, regulations, and tariffs, routing contacts to other departments only when necessary.
• Fields member complaints and concerns and offers reasonable solutions before escalating contacts or transferring to another department.
• Verifies member identity according to department standards before releasing account-specific information.
• Educates members on existing programs and solutions to best meet their specific needs.
• Tailors the member experience to each interaction.
• Maintains complete and accurate documentation on all calls/contacts.
• Actively promotes first contact resolution by proactively responding to member issues by clarifying the member’s issue, determining the cause of the issue, selecting the best solution, and implementing the solution themselves or contacting the correct department for completion.
• Member inquiries vary in complexity. Task difficulty will progress as levels increase. Methods and procedures are defined but judgment may be required to apply them to work. Work is routine and tasks are directly related.
• Performs other duties as directed by leadership