Member Services Representative

Falls Church, VA - USA

Monthly Salary: Not Disclosed

Posted on: 8 days ago

Vacancies: 1 Vacancy

Job Summary

Title: Member Services Representative
Type: Full-Time

Location: Falls Church VA

Summary

The Members Service Contract Center Representative will be responsible for providing exceptional customers 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

Contact Center (90%)

Handle phone calls and email inquiries.
Claim Calls
Billing Calls
Prospect Calls
Service Inquiry Calls
New Business Outbound Calls

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

Title: Member Services Representative Type: Full-Time Location: Falls Church VA Summary The Members Service Contract Center Representative will be responsible for providing exceptional customers service to current and prospective client members by handling inquiries and requests related to life i...