Member Services Representative Trainee

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About Armed Forces Benefit Association (AFBA) and 5Star Life

In 1947, AFBA emerged from the basement of the Pentagon to solve a critical need in support of the military. More than 75 years later, our commitment to those who serve and to solving their unique problems remains core to everything we do. Founded to provide military members with a death benefit no one else would, we continue to embrace our mission and deliver benefits tailored to the real-life needs of all who serve today, including active duty, National Guard, and first responders. Providing protection to those who go in harm's way, we ensure survivor and other benefits are available to all who serve, defend, and protect our great nation, no matter what.

As a related enterprise to the non-profit Armed Forces Benefit Association (AFBA), 5Star Life Insurance Company was founded in service and carry that mission today by committing to serve those who serve, from underwriting benefits for military and first responder families to providing coverage to the employees that keep our communities running. Our commitment to our communities - rather than the bottom line- drives our business.

Through the values of Integrity, Commitment, Stewardship, Service, Patriotism, Inclusiveness, Culture, and Social Justice, our team provides insurance solutions for those who serve, defend, and protect our great nation in the armed forces, as well as first responders, federal government and department of defense employees, and our country's civilian workforce. We welcome you to apply and consider joining our team of service-focused professionals.

This position is 100% in office, in Staunton, VA

About the role:

This position provides a full range of duties to support the member. This role promptly and accurately responding to all insurance inquiries and completing appropriate actions to provide high levels of service to customers, colleagues, and market partners.

• Scan and upload member update forms
• Document member updates
• Participate in Team communications
• Ensure security of all member information, following processes, procedures, and compliance requirements
• Take phones calls and escalate, if appropriate
• Handle all member requests within guidelines; document all actions taken
• Respond to shared email box
• Review and process member updates
• Scan and upload new business applications
• Monitor and take action on PO Box correspondence

What we are seeking:

• High School diploma, GED, or equivalent
• Understanding of the Military, including National Guard, and First Responder Culture or the ability to learn
• Bachelor's degree or prior relevant customer service experience
• Ability to learn and apply knowledge of all applicable systems, databases, and technology used in fulfilling job duties
• Working knowledge of life insurance products, policies, and industry, or the ability to learn them
• Demonstrates complete adherence to privacy laws and company privacy guidelines, and appropriate level of concern for the safeguarding all client information
• Solid computer and multi-tasking skills, including the ability maintain professional customer relations while using computer, applications, or other technology to service customers' requests
• Ability to perform routine tasks while maintaining focus and attention to detail
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting
• Convey Information — Talking to others to convey information effectively
• Comprehension — Understanding and applying written material in work-related documents.
• Service Orientation — Actively looking for ways to help people
• Time Management — Managing one's own time and the time of others
• Writing — Communicating effectively in writing as appropriate for the needs of the audience
• Takes ownership - Acknowledges and corrects mistakes; doesn't make excuses or diffuse blame for errors. Displays strong personal commitment to organizational success, inspiring others to commit to shared goals.

What recruitment looks like:

We expect to onboard a team member into this role in May 2024. Our recruitment process generally consists of one virtual interview and one in-person interview. During the interviews, we will ask questions about your background and experience (professional and educational) to explore how it relates to the position you are being considered for. It is helpful to have examples of your work and projects as well as technology and applications you have used.

Benefits we offer:

• health insurance (medical, dental, and vision)
• flexible spending accounts (medical and dependent care)
• 401k plan with generous employer match
• paid time off
• paid holidays (11)
• life insurance
• short- and long-term disability insurance
• employee assistance program
• professional development & tuition reimbursement
• career growth opportunities
• friendly, collaborative culture

Qualified people of all races, ethnicities, ages, sex, genders, sexual orientations, national origins, gender identities, marital status, religions, veterans' statuses, disabilities, and any other protected classes are strongly encouraged to apply. As an equal opportunity workplace, we are committed to creating an inclusive environment for all employees. AFBA and 5Star Life Insurance Company endeavors to make reasonable accommodations to the known physical or mental limitations of qualified applicants with a disability unless the accommodation would impose an undue hardship on the operation of our business. If an applicant believes they require such assistance to complete the application or to participate in an interview, or has any questions or concerns, they should contact Human Resources (hr at afba dot com). EEO is the Law (Link to external DOL site). AFBA and 5Star Life Insurance Company is an Equal Opportunity Employer and an E-Verify Employer.