Senior Member Experience Specialist

Beacon Hill Staffing Group, LLC; Oak Brook (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Beacon Hill Staffing Group, LLC is seeking a Senior Member Experience Specialist to support participants through credentialing journeys and to resolve complex inquiries. This role emphasizes customer-focused service in a fast-paced environment, acting as an escalation point and collaborating with vendors and internal teams to improve processes.

The position focuses on delivering seamless experiences from start to finish, maintaining accurate records, and ensuring service standards are met while

Qualifications

• Bachelor's degree or equivalent combination of education and professional experience.
• 3+ years of experience in customer service, participant services, credentialing, program administration, member services, or a related field.
• Demonstrated ability to manage complex customer concerns and escalations with professionalism and sound judgment.
• Exceptional written and verbal communication skills.
• Strong attention to detail and organizational abilities.
• Ability to prioritize multiple responsibilities and adapt in a dynamic environment.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Strong problem-solving skills and a commitment to delivering outstanding service.

Responsibilities

• Serve as a primary point of contact for participants throughout the credentialing and certification process.
• Respond to inquiries with professionalism, accuracy, and a high level of customer care.
• Act as an escalation resource for complex or sensitive participant issues, providing timely resolution and follow-through.
• Monitor and manage credentialing queues to ensure established service standards are met.
• Maintain accurate participant records, case notes, and documentation within organizational systems.
• Coordinate with third‑party vendors and internal stakeholders to support smooth program operations.
• Ensure compliance with established policies, procedures, and quality standards.
• Identify trends in participant inquiries and recommend opportunities for service improvements.
• Assist with workflow management, documentation updates, and operational support activities.
• Contribute to continuous improvement efforts focused on enhancing the overall participant experience.

Skills

Customer service

Communication

Detail orientation

Organizational skills

Problem solving

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Beacon Hill was founded to set a new standard in search, career placement and flexible staffing. Our client is a respected national professional organization seeking a Senior Member Experience Specialist to support individuals throughout a professional credentialing journey. This role is ideal for a customer-focused professional who thrives in a fast-paced environment and is passionate about delivering exceptional service. The Senior Member Experience Specialist serves as a trusted resource for participants, resolves complex inquiries, manages credentialing‑related processes, and helps ensure a seamless experience from start to finish. In addition to providing hands‑on support, this individual will serve as an escalation point for challenging situations, partner with internal teams and vendors, and contribute to ongoing process improvement initiatives that enhance service quality and operational effectiveness.

Key Responsibilities

• Serve as a primary point of contact for participants throughout the credentialing and certification process.
• Respond to inquiries with professionalism, accuracy, and a high level of customer care.
• Act as an escalation resource for complex or sensitive participant issues, providing timely resolution and follow-through.
• Monitor and manage credentialing queues to ensure established service standards are met.
• Maintain accurate participant records, case notes, and documentation within organizational systems.
• Coordinate with third‑party vendors and internal stakeholders to support smooth program operations.
• Ensure compliance with established policies, procedures, and quality standards.
• Identify trends in participant inquiries and recommend opportunities for service improvements.
• Assist with workflow management, documentation updates, and operational support activities.
• Contribute to continuous improvement efforts focused on enhancing the overall participant experience.

Qualifications

• Bachelor's degree or equivalent combination of education and professional experience.
• 3+ years of experience in customer service, participant services, credentialing, program administration, member services, or a related field.
• Demonstrated ability to manage complex customer concerns and escalations with professionalism and sound judgment.
• Exceptional written and verbal communication skills.
• Strong attention to detail and organizational abilities.
• Ability to prioritize multiple responsibilities and adapt in a dynamic environment.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Strong problem‑solving skills and a commitment to delivering outstanding service.

Preferred

• Experience supporting professional certification, education, credentialing, membership, or licensing programs.
• Experience serving as a senior team resource, escalation point, or subject matter expert within a customer‑facing environment.
• Experience coordinating with third‑party vendors and external partners.
• Experience tracking service metrics, maintaining operational reports, and identifying process improvement opportunities.
• Familiarity with CRM, database, or case‑management systems.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Company Profile:

Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement. Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs. Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com .

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you. Beacon Hill.

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