Member Services Associate

Summary:

BetterLife’s Member Service Associate will serve in policy administration and customer service for the company. As such, this professional will represent BetterLife’s commitment to creating a caring, compassionate and friendly work environment. The Member Services Associate will facilitate a variety of tasks related to the administration of policies either through new business, inforce service or claims. They will have a prominent role in customer service for the company.

Essential Job Duties & Responsibilities
Customer Service (Inforce Services 40%, Claims 30%, New Business 10%)

· Answer incoming phone calls in a polite and professional manner while resolving member/agent questions

· Ability to explain policy contract provisions, eligibility provisions, billing and policy coverage

· Passionately advocate for our members by displaying excellence in customer service

Administrative (Inforce Services 25%, Claims 35%, New Business 55%)

· Accurate data entry of information into the policy administration system

· Accurate handling of incoming and outgoing payments for new business, policy administration or claims

· Support the team through cross-training on numerous policy administration tasks

· Work within the current policy administrative system as well as supporting software programs

· Ability to multi-task between administrative duties and member/agent questions over the phones

· Manage incoming work through imaging system in primarily paperless work environment

Communication (25%)

· Ability to write effective communications in the form of letters and emails

· Professional reply to communication via phone, e-mail, and mail.

Team Work (5%)

· Contribute to team efforts by accomplishing tasks within agreed upon service level agreements

Other (5%)

· Regular and reliable attendance is essential

· Other duties as assigned

This job description describes the general nature and scope of responsibilities for this position. Please note other duties may be assigned at any time.

Education & Experience

· High School Diploma

· 2-3 years of equivalent work experience

Knowledge, Skills & Abilities

· Preferred candidate will have proven experience in an administrative role

· Full comprehension of office management systems and procedures

· Excellent knowledge of MS Office

· Proficiency in English

· Exemplary customer service skills written and verbal

· Ability to multitask and prioritize daily workload

· High level verbal and written communications skills

· Discretion and confidentiality

· Ability to make moderate level decisions based on training and experience

· Ability to work independently

This position requires minimal to no travel. On occasion, may be asked to attend seminars or conferences