Member Services Representative

Job Description

Job Description

About FFR

First Financial Resources (FFR) is a life insurance, annuity, DI and LTC producer group founded in 1987. Headquartered in Irvine, California. FFR is the only 100% member-owned life insurance distribution group, providing a unique combination of independence, support, and control.

FFR empowers independent insurance producers to succeed through direct communication with carriers and customizable resources, prioritizing member independence so they can control their business decisions without intermediary interference.

With over 240 Member offices throughout the United States, FFR provides its Members access to insurance-based products, tools, and resources that facilitate sales to high-net-worth and business clients. FFR also focuses its expertise, resources, and training on elevating the professional knowledge of advisor staff, helping to create a better experience for financial services clients.

FFR offers top-tier support, including dedicated relationship managers and industry-leading technology, while maintaining transparent operations and competitive compensation. Their goal is to enable life insurance producers to thrive in a competitive landscape by providing tailored solutions and fostering professional growth.

Position Summary

The Member Services Specialist is the operational backbone of FFR's Member Relations function. This role handles all member operational requests with accuracy, efficiency, and professionalism, freeing Relationship Managers to focus on strategic engagement. Member Services acts as the direct point of contact for contracting, licensing, membership agreements, ownership requests, and all other operational needs, ensuring members receive responsive, expert support.

Primary Responsibilities

Contracting & Licensing

• Process new and updated contracting requests for members with all carrier partners, ensuring accuracy and compliance.
• Manage carrier appointment submissions, tracking status through completion and communicating updates to members.
• Maintain current knowledge of carrier contracting requirements, timelines, and portals.
• Resolve contracting discrepancies and escalations with carriers on behalf of members.

Membership Agreements & Ownership

• Prepare, distribute, and process membership agreements for new members.
• Manage the ownership agreement process for members seeking FFR ownership status.
• Maintain accurate records of all agreements in the CRM and document management systems.
• Coordinate with legal/compliance as needed for agreement reviews.

Member Operational Support

• Serve as first point of contact for member operational requests; resolve the majority independently.
• Manage carrier escalations, working directly with carrier contacts to resolve service issues, in-force changes, or billing matters.
• Provide in-force policy support as needed
• Respond to member inquiries within established SLA timeframes; escalate to RMs only when relationship context is required.
• Track and report on open requests to ensure no items fall through the cracks.

RM Support

• Provide follow-up support generated from RM member meeting and onboarding activities.
• Keep RMs updated on outstanding request status so they can maintain member communication.
• Support RM-led onboarding by processing new member paperwork and initial contracting.

Qualifications

• Required: 3+ years of experience in life insurance contracting, licensing, or agency operations.
• Required: Working knowledge of SureLC, life insurance carrier contracting portals and appointment processes.
• Required: Strong attention to detail; ability to manage high volumes of concurrent requests accurately.
• Preferred: Experience with NIPR, carrier-specific contracting systems, and CRM platforms.
• Preferred: IMO/FMO, brokerage general agency, or carrier background.
• Strong written and verbal communication; comfortable working with both members and carrier contacts.
• Team-oriented; works in close coordination with Relationship Managers.