Member Services Representative

Members Service Contract Center Representative

The Members Service Contract Center Representative will be responsible for providing exceptional customer service to current and prospective client members by handling inquiries and requests related to life insurance policies, requirements, programs and services. The representative will serve as the first point of contact, responding to both telephone and written inquiries, and will provide clerical and data entry support for member requests, including policy updates, beneficiary changes, address changes, and other service transactions. The role also includes assisting with organizational activities and special projects as directed. Measures of success 1) Customer satisfaction 2) Measurement of Service Level Standards Competencies Teamwork & Collaboration - Team member cooperates with others through mutual trust and accountability to accomplish shared goals Customer Service - Team member consistently delivers exceptional internal/external customer service Makes Sound Decisions - Team members makes sound decisions in a timely and confident manner. Delivering Results - Team member commits to achieving goals, holding themselves accountable, and following through. Work Organization - Team member approaches work in an orderly manner, prioritizing tasks and managing time effectively. Resilience - Team member responds to change with composure and positivity. Open to new ideas and ways of doing work. Adopts changes willingly. Communicating Effectively - Team member expresses thoughts and ideas clearly and effectively. Continuous Improvement - Team member seeks opportunities to improve current processes, systems, and methods to promote reliability, quality, and efficiency of output. Responsibilities/ Essential Job Functions

1. Contact Center (90%)
   • Handle phone calls and email inquiries.
   • Claim Calls
   • Billing Calls
   • Prospect Calls
   • Service Inquiry Calls
   • New Business Outbound Calls

1. Service Transaction Back-Up (10%)
   • Handle Service Requests
   • Incoming Mail Distribution
   • Return Mail
   • Address Changes
   • Beneficiary Changes
   • Coverage Changes (Non-medical)
   • MemberServe Email Requests/Inquiries
   • Member Portal Messages
   • Name/Ownership Changes
   • Contact Information Changes
   • Annual Compliance Mailings

Education and Experience

• College Degree strongly preferred.
• Minimum of 2 years' experience in a Call Center role at a company.
• Pass LOMA 281 exam within 6 months in the role.
• Obtain Life and Health Producer License within 1 year in the role.
• Pass LOMA 291 exam within 2 years in the role.
• LOMA ACS (Associate Customer Service) Designation within 3 years in the role.

Required Knowledge

• Excellent communication and active listening skills
• Ability to show empathy appropriately
• Attention to detail skills
• Opportunistic upselling skills
• Problem solving skills
• Time management and multitasking skills

If you feel you are well qualified for this position, you may advance yourself to the next step of our process by completing a one-way interview. This will give the hiring manager quicker access to your qualifications and you will receive feedback regarding the next steps within days of completing this step.

One-way video interview

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.

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