Member Services Associate

T E C Industrial Inc; Madison (WI); On-site; USD 26,174 - 30,307; Full time

Job summary

BetterLife seeks a Member Service Associate to support policy administration and customer service. The role involves handling inquiries, explaining policy provisions, and assisting with inforce services and claims. Data entry and payment processing are part of daily tasks within a paperless environment.

The position emphasizes excellent customer service, confidentiality, and the ability to multitask across administrative duties while maintaining timely communications with members and agents.

Qualifications

• Experience in an administrative role is preferred.
• Office management systems and procedures knowledge is required.
• Exemplary customer service skills written and verbal.
• Ability to multitask and prioritize daily workload.
• Proficiency in English with strong written communication.

Responsibilities

• Answer incoming calls and resolve member/agent questions in a professional manner.
• Explain policy provisions, billing, eligibility, and coverage to members.
• Accurately enter data into the policy administration system.
• Process payments for new business, policy administration, or claims.
• Support team with cross-training on policy administration tasks.
• Write professional letters and emails; respond to communications via phone, email, and mail.
• Attend seminars or conferences as needed.
• Maintain regular attendance and reliability.

Skills

Customer service

Multitask

Communication

Discretion

Education

High School Diploma

Tools

MS Office

Job description

• Location 901 Deming Way,Suite 303,Madison, WI, 53717,United States
• Base Pay $19.00 - $22.00 / Hour
• Employee Type Full Time Non-Exempt

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
  • 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
  • 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%)
  • 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

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