Member Services & Grievance Specialist

Seiu 49; Southfield, Northern (MI, KY); Hybride; USD 36 000 - 52 000; Plein temps

Avantages offerts par ce poste

Health coverage

Pension plan

Auto/phone allowance

Résumé du poste

SEIU Healthcare Michigan in Southfield, MI is seeking a full-time member services associate to handle inbound calls, document interactions, and assist members with benefits, trainings, and grievances. The role involves in-person work in a cubicle with a computer and phone, and requires strong customer service skills and adherence to SOPs.

Preferred bilingual capabilities and experience in a call center or social justice setting are a plus.

Qualifications

• Commitment to SEIU's mission and goals.
• Handle high volumes of inbound calls using computer-based phone systems.
• Interact with callers in English and/or additional languages and follow call flow scripts.
• Create follow-up work orders using online forms and maintain notes in systems.
• Use customer service skills to resolve complaints and inquiries.
• Follow SOPs for activities including class registration, training verification, health insurance eligibility, and first-level investigation of member concerns.
• Work in a cubicle with a computer and phone.
• This position is full-time and currently in-person only.

Responsabilités

• Answer inbound calls from members via the member help line.
• Document calls in computer systems.
• Process emails and other documentation requests.
• Occasionally assist members in-person.
• Answer questions about contract rights and grievances.
• Assist with membership card signing.
• Explain benefits and enroll in healthcare.
• Assist with registering for training courses and credits.
• Participate in civic engagement and grassroots advocacy.
• Become a subject matter expert on assigned contracts and divisions.
• Other duties as assigned.

Connaissances

Customer service

Call center

Bilingual (English/Spanish)

Data entry

Outils

Language Line

Description du poste

SEIU Healthcare Michigan in Southfield, MI is seeking a full-time member services associate to handle inbound calls, document interactions, and assist members with benefits, trainings, and grievances. The role involves in-person work in a cubicle with a computer and phone, and requires strong customer service skills and adherence to SOPs.

Preferred bilingual capabilities and experience in a call center or social justice setting are a plus.