Job Description

Member Support Specialist

Essential Duties and Responsibilities 

• Evaluate, prioritize, and distribute inbound member submissions and emails to the appropriate Insurance Placement Specialist or Sales Center team for timely processing.
• Process service requests promptly and efficiently, adhering to established procedures and guidelines.
• Add and maintain appropriate documentation in Sales Center systems in support of members, staff, and carriers.
• Responsible for monitoring shared email inbox traffic and workflows.
• Coordinate with members and carrier partners to obtain any additional information necessary to complete policy service requests.
• Responding to phone calls and voicemails with proper phone etiquette and professionalism when required.
• Responsible for intake and management of paper mail and associated processing workflows. 
• Provide exceptional member experience by promptly addressing inquiries and resolving issues in a friendly, timely, and accurate manor.
• Collaborate with colleagues to streamline processes and improve the efficiency of Sales Center customer workflows.
• Successfully engage in multiple initiatives simultaneously.

Qualifications

• High school diploma or equivalent.
• Certification or education in office administration, property and casualty insurance, or customer service is a plus.
• Ability to prioritize tasks and manage time effectively.
• Highly proficient with Microsoft office products, customer relationship management (CRM) software, and email management systems.
• Attention to detail and accuracy in handling service requests and maintaining documents.
• Adaptability and resilience in handling high volumes of emails and member requests.
• Familiarity with insurance policies and procedures is desirable but not required.

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