We are a growing company that invests in our most important asset; our people! We offer many opportunities for growth, and we are committed to providing a beneficial career experience for all of our associates.
Our Member Service Advocates are customer service representatives who act as liaisons for our members, provide product/service information and resolve any emerging concerns that our members’ might face. The primary responsibility is to ensure excellent service standards and maintain high customer satisfaction with patience and empathy. Our Advocates put themselves in their members’ shoes and advocate for them when necessary. They are confident with troubleshooting, investigating, and resolving member complaints.
WHAT WE OFFER
- A collaborative, energetic work-environment where you can put your passion for people to work.
- Virtual on-the-job training
- Competitive pay (with shift premiums available based on scheduled hours)
- Medical, Dental, Vision, Life and Disability coverage with generous Company contribution
- Performance-based incentive plan
- 401k available with a Company match
- Holidays and Paid Time Off
- AAA Basic Membership
- Free parking and much more!
POSITION RESPONSIBILITIES
- Manage dynamic, high volume customer/member inbound calls
- Identify and assess members’ needs to exceed satisfaction
- Build sustainable relationships and trust with members through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer concerns, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of member interactions, process member accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage with our members
Required Skills
- Achieves Results/Has Bias for Action - Achieves stretch results. Strong bias for action with sense of urgency and high energy. Practices collaborative working environment to achieve more.
- Member Focus - Has ability to understand from the member’s perspective. Viewed as business partner by external and internal customers. Anticipates member needs to ensure no barriers to doing business.
- Uses Effective Communication Skills - Candid, clear and concise in communication. Effectively matches style, tone and method to audience. Connects with intended audience. Manages communication and feedback within the organization.
- Displays Leadership/Team Orientation - Works collaboratively to achieve organization’s success. Effectively uses position and interpersonal skills, mobilizes and inspires others to take action (situational leadership). Willing and able to lead beyond area of expertise.
- Technical/Professional Skills - Strives to stay ahead of technical/professional expertise, is proactive and inspires others to stay current in areas of technical expertise in order to meet the expectations of the position.
- Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
Required Experience
- High School degree required; some college level coursework preferred.
- Must be able to obtain a life insurance license as business needs dictate.
- Completion of insurance industry or LOMA coursework highly preferred.
- Minimum 2 years’ experience in a customer service related position required where there is a high value placed on the customer/member experience; insurance/call center experience preferred.
- Basic understanding and knowledge of life insurance company operations, policies and procedures and knowledge of various insurance products preferred
- Perform accurate mathematical calculations (addition, subtraction, multiplication and division.)
- Must be flexible in their personal schedules and be willing to work overtime and weekends as business dictates.
- Prior experience navigating and operating multiple computer applications and telephone technologies desired.