Member Services Associate I

Uniformed Services Benefit Association (USBA) is a nonprofit association providing affordable life insurance and financial products to our members and their families delivering friendly professional expert service. USBA membership is available to active duty or retired members of the U.S. military reserves (including I.R.R. and National Guard) honorably discharged veterans active Federal civilian employees and the spouse and dependent children of any of the above categories.

POSITION SUMMARY:Provide prompt courteous and accurate service by serving as the primary point of contact for incoming calls and visitors. Direct callers to the appropriate person or department greet visitors notify employees of their arrival and maintain the visitor sign-in/sign-out log. Work closely with the Membership Services team to provide timely and accurate responses to member service requests while performing document management mail processing and other department functions as trained. Provide backup support for Member Services operations as needed and collaborate with all USBA employees to deliver exceptional customer service and achieve organizational goals.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Primary Responsibilities

• Promptly answer inbound phone calls using an established professional and friendly greeting directing callers to the appropriate person or department.
• Greet visitors notify employees of their arrival ensure visitors sign in and out and provide a welcoming and professional front desk experience.
• Open date stamp sort barcode link and route incoming company mail including Member Service and Claims correspondence.
• Link and route all items received through O-Mail and E-Mail queues.
• Prepare outgoing mail by weighing applying postage and delivering mail to the USPS drop box.
• Process recorded beneficiary change forms by transmitting completed forms to members and updating records in the FIMMAS administration system.
• Process National Change of Address (NCOA) updates and other submitted address changes.
• Support all departments in maintaining efficient office operations and high-quality member service.

Secondary Responsibilities

• Scan index file and store documents for all departments in accordance with New York Life retention guidelines.
• Prepare scan and link incoming claims mail and related documentation.
• Review member beneficiary change requests and prepare appropriate forms for mailing.
• Prepare and mail duplicate insurance certificates ensuring all required regulatory notices and certificate matrix documents are included.
• Prepare and mail policy illustrations outlines of coverage release authorizations and other member correspondence.
• Process completed Secondary Addressee forms.
• Process new TRICARE applications.
• Provide backup support for Member Service representatives and other departmental functions as workload and staffing needs require.

COMPETENCY AND QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.

Education and Experience

High school diploma or equivalent required associate or bachelors degree in business communications or a related field preferred.

One to three years of customer service insurance or financial services experience desired. Equivalent combinations of education and experience will be considered.

Member Focus and Problem-Solving

Demonstrates a strong commitment to member satisfaction by listening carefully identifying needs and resolving inquiries promptly and accurately.

Uses sound judgment to interpret policies and procedures analyze information and provide clear empathetic solutions. Handles sensitive or emotional member interactions with professionalism respect and compassion consistent with USBAs mission of service to the military community.

Communication (Oral and Written)

Communicates clearly courteously and confidently in person by phone and in writing. Listens actively and seeks clarification.

Writes professional correspondence documents member interactions accurately and maintains clarity and accuracy in all written communications.

Interpersonal and Teamwork

Builds positive relationships and contributes to a collaborative work environment. Listens respectfully maintains confidentiality and focuses on resolving conflict constructively. Supports team goals above individual interests and helps build morale and group commitment to shared objectives.

Reliability and Professional Conduct

Demonstrates dependability punctuality and accountability. Follows instructions and management direction while taking responsibility for results. Reacts well under pressure treats others with respect and consideration and maintains composure in challenging situations.

Upholds high ethical standards maintains integrity in all actions and fosters trust within the organization.

Represents USBA valueshonor compassion and servicethrough daily interactions and decisions.

Planning and Initiative

Prioritizes and organizes work effectively. Takes initiative to identify opportunities accept increased responsibilities and pursue professional growth. Makes timely informed decisions and follows through on commitments to ensure results.

Technical and Computer Skills

Proficient in Microsoft Word and Excel; able to learn new systems quickly.

Certifications

No certifications are required. Ongoing professional development in member services insurance or communications encouraged.

Physical and Environmental Requirements

While performing this job the employee is regularly required to sit use hands talk and hear. Frequent reaching with hands and arms; occasional standing walking kneeling or crouching. Must occasionally lift or move up to 10 pounds.

Work environment noise level is usually moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Supervisory Responsibilities

This position has no supervisory responsibilities.