Member Services Representative – Call Representative

Position: Member Services Representative – Call Representative

Location: Falls Church, VA

JOB SUMMARY

The Members Service Contact Center Representative will be responsible for providing exceptional customer service to current and prospective our 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

• Customer Satisfaction
• Measurement of Service Level Standards

COMPETENCIES

• Teamwork & Collaboration: Team members cooperate 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 make 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

1. Contact Center (90%)
   • Handle phone calls and email inquiries.
     • Claim Calls
     • Billing Calls
     • Prospect Calls
     • Service Inquiry Calls
     • New Business Outbound Calls
2. 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