Position Summary
The Member Services Specialist establishes a rapport with the members in order to resolve issues and improve and maintain consumer confidence in Insurance products and services. They processes orders received via mail, e-mail or phone, collects and processes payments for various products and services, answers customers’ inquiries in a timely and professional manner, or directs them to the proper staff.
Position Responsibilities
- Explain Insurance products and services to members and potential members and can articulate the value of membership and participation with membership.
- Understand products and services offered by Association;
- Maintain customer data in the clients tracking system. Know the proper categories, codes and hierarchies to ensure data integrity.
- Process payments for various products and services;
- Input orders into system for processing;
- Obtain customer information from system for other staff;
- Process customer registration;
- Anticipate customer needs and proactively provide support;
- Is aware of all ongoing Communities and Committees and can match volunteers with appropriate opportunity;
- Understand bylaws and governance process;
- Assure customer issues are correctly managed and properly resolved;
- Alert Manager to redundant processes, and ensure procedural manual remains current;
- Work with other departments as needed to communicate about various issues to the membership base;
- Calculate member and participation pricing;
- Prepare and execute customer contracts and other membership documents;
- Participate in defining business requirements for Netforum system and performs QA testing;
- Participate in calling campaigns;
- Administration of Insurance certified expert program;
Education & Essential Skills
- BA/BS or equivalent work experience;
- Knowledge of Microsoft Office Suite;
- Excellent communications skills;
- Strong customer service skills;
- Knowledge of or background in insurance industry a plus.
Experience
- At least two to three years of experience.
Other highlights on this role:
- Excellent customer service skills
- Experience interacting with clients via phone and email
- Strong organizational skills
- Proficient in Excel and Powerpoint
- Good Writer
- “Can-do” attitude
