Member Services Associate

BetterLife in; Madison (WI); On-site; USD 42,000 - 52,000; Full time

Job summary

BetterLifes is seeking a Member Services Associate (Sales) to support policy administration and customer service. The role involves handling inquiries, explaining coverage details, and advocating for members with a commitment to a caring work environment.

The successful candidate will perform data entry, process payments, and collaborate with team members across inforce services, claims, and new business. Strong MS Office skills and confidentiality are essential.

Qualifications

• Proven administrative experience preferred.
• Strong written and verbal communication skills.
• Ability to multitask and prioritize daily workload.

Responsibilities

• 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.
• Advocate for members by delivering excellent customer service.
• Accurate data entry into the policy administration system and accurate handling of payments.
• Support the team through cross-training on policy administration tasks.
• Work with the policy administration system and supporting software.
• Balance administrative duties with member/agent inquiries over the phone.
• Manage imaging system in a paperless environment.
• Write effective communications in letters and emails.

Skills

Multitasking

Communication

Confidentiality

Independent work

Prioritization

Education

High School Diploma

Tools

MS Office

Job description

Member Services Associate (Sales)

BetterLifes Member Service Associate will serve in policy administration and customer service for the company. As such, this professional will represent BetterLifes 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

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