Member Service Representative I

GBU Life; Pittsburgh (Allegheny County); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

401(k) match

Pension Plan

Long-term Disability

Short-term Disability

Life Insurance

AD&D

PTO

Volunteer Time Off

Job summary

GBU Life is seeking an entry-level Member Services Representative I in Pittsburgh to serve as the first point of contact for members, policyowners, beneficiaries, agents, and prospective members. You will deliver exceptional service by handling inquiries on life policies, annuities, payments, and benefits while maintaining confidentiality.

You will also process routine policy transactions, build relationships with stakeholders, and learn policy systems and CRM tools to support service excellence

Qualifications

• High school diploma or equivalent required.
• Associate degree or coursework in Business, Finance, Insurance, or a related field, preferred.
• Prior experience providing exceptional customer service via phone and/or inperson required.
• Experience in financial services, banking, insurance, or call center environments, preferred.
• Strong verbal and written communication skills.
• Excellent problemsolving and active listening abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks in a fastpaced environment.
• Proficiency with Microsoft Office and the ability to learn multiple business applications.

Responsibilities

• Provide professional and courteous service through telephone, email, and written correspondence.
• Resolve routine customer inquiries concerning policy values, account balances, payment history, beneficiary information, and policy provisions.
• Research and communicate requested account information accurately and timely.
• Build effective relationships with policyowners, beneficiaries, producers, and internal business partners.
• Proactively gather and update customer information during customer interactions.
• Respond promptly and professionally to customer complaints, concerns, and service requests.
• Assist in customer retention efforts through exceptional service and relationship management.
• Assist with routine policy transactions, including: address, phone number, name and ownership changes
• Beneficiary updates; premium payment inquiries; PAC/ACH; policy status requests
• Basic billing questions; general account information
• Explain required forms and documentation for routine service requests.
• Process customer transactions including inflows and outflows of funds.
• Process transactions accurately and within established service standards.
• Assist with policy changes, claims support, and administrative processing.
• Process annuity deposits, life insurance payments, and other service transactions as assigned.
• Distribute incoming correspondence and service work items as needed.
• Develop a basic understanding of life insurance and annuity products.
• Learn GBU Life’s policies, procedures, and service guidelines.
• Use policy administration systems, CRM tools, phone systems, and internal resources to assist members.
• Supports marketing campaigns and product launches.

Skills

Strong verbal and written comms

Customer service mindset

Multitasking

Empathy and confidentiality

Education

High school diploma or equivalent

Associate degree or coursework in Business/Finance/Insurance

Tools

Microsoft Office

Job description

Job Summary

The Member Services Representative I serves as the first point of contact for members, policyowners, beneficiaries, agents, and prospective members. This entry-level role is responsible for delivering exceptional customer service by responding to inquiries regarding life insurance policies, annuities, premium payments, policy benefits, and general account servicing.

Job Summary

The Member Services Representative I serves as the first point of contact for members, policyowners, beneficiaries, agents, and prospective members. This entry-level role is responsible for delivering exceptional customer service by responding to inquiries regarding life insurance policies, annuities, premium payments, policy benefits, and general account servicing.

The Member Services Representative I provides accurate information, processes routine policy transactions, and resolves member inquiries while maintaining a high level of professionalism, empathy, and confidentiality. This position plays a key role in building member relationships and supporting the organization's commitment to service excellence.

DUTIES AND RESPONSIBILITIES

Customer Service

• Provide professional and courteous service through telephone, email, and written correspondence.
• Resolve routine customer inquiries concerning policy values, account balances, payment history, beneficiary information, and policy provisions.
• Research and communicate requested account information accurately and timely.
• Build effective relationships with policyowners, beneficiaries, producers, and internal business partners.
• Proactively gather and update customer information during customer interactions.
• Respond promptly and professionally to customer complaints, concerns, and service requests.
• Assist in customer retention efforts through exceptional service and relationship management.

Policy Serving

• Assist with routine policy transactions, including: o Address, phone number, name and ownership changes
• Beneficiary updates oPremium payment inquiries
• Automatic payment (PAC/ACH) requests oPolicy status requests
• Basic billing questions oGeneral account information
• Explain required forms and documentation for routine service requests.
• Process customer transactions including inflows and outflows of funds.
• Process transactions accurately and within established service standards.
• Assist with policy changes, claims support, and administrative processing.
• Process annuity deposits, life insurance payments, and other service transactions as assigned.
• Distribute incoming correspondence and service work items as needed.

Product & Systems Learning

• Develop a basic understanding of life insurance and annuity products.
• Learn GBU Life’s policies, procedures, and service guidelines.
• Use policy administration systems, customer relationship management (CRM) tools, phone systems, and internal resources to assist members.
• Supports marketing campaigns and product launches.

Compliance & Risk Management

• Properly adheres to company risk management principles: o Adhering and supporting GBU’s Enterprise Risk Management Framework
• Understanding and complying with applicable laws, regulations, policies and procedures; completing all required training; executing and monitoring controls effectively (as applicable); appropriately identifying, assessing, escalating and remediating risks, potential issues and control failures (as applicable); and reporting compliance or regulatory concerns to management oUnderstanding and conducting oneself in accordance with the Employee Handbook and preserving GBU’s brand and reputation
• Performs other related duties as assigned by management.

QUALIFICATIONS

• High school diploma or equivalent required.
• Associate degree or coursework in Business, Finance, Insurance, or a related field, preferred.
• Prior experience providing exceptional customer service via phone and/or inperson required.
• Experience in financial services, banking, insurance, or call center environments, preferred.
• Strong verbal and written communication skills.
• Excellent problemsolving and active listening abilities.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks in a fastpaced environment.
• Proficiency with Microsoft Office and the ability to learn multiple business applications.

OUR BENEFITS

• Medical, Dental Vision
• Company paid HRA
• 401(k) + match
• Pension Plan
• LongTerm & ShortTerm Disability
• Life Insurance & AD&D
• PTO and VTO (Volunteer Time Off)