Member Services Associate

Betterlife; United States; Remote; USD 32,000 - 52,000; Full time

Job summary

BetterLife is seeking a courteous Member Service Associate to support policy administration and customer service. You will handle inquiries from members and agents, explain policy provisions, and advocate for excellent service.

Responsibilities include data entry, handling payments, cross-training, and multi-tasking across administrative duties while maintaining confidentiality. Regular attendance and teamwork are essential for success.

Qualifications

• Experience in an administrative role.
• Strong MS Office skills.
• Excellent written and verbal English.
• Ability to multitask and prioritize daily workload.

Responsibilities

• Answer calls and resolve member/agent questions.
• Explain policy provisions, billing, and coverage.
• Advocate for members with excellent service.
• Accurate data entry in the policy administration system.
• Handle incoming/outgoing payments for new business, policy administration or claims.
• Cross-train on policy administration tasks; multi-task across duties.

Skills

Administrative experience

MS Office proficiency

English proficiency

Multitasking

Education

High School Diploma

Job description

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